A GREAT question came in today from Candace:
“David – I’m concerned about customer service after the sales start rolling in for my online course. Any tips/advice since I can’t hijack your Dad?”
Ahhhh good ole customer service. Here are 3 keys to killer customer service for your information products and programs:
#1: The BIGGEST MISTAKE is doing it yourself.
Meaning you, the mediapreneur, handle all customer service requests: Lost passwords, credit card problems, complainers…all that jazz.
If you handle it yourself, within days (or weeks) you will want to punch yourself in the face. Trust me. You don’t want to do it. Doing customer service yourself can lead to burnout and isn’t scalable (sure you might be able to do it for 10 customers but what about 1,000?)
SOLUTION: You need to hire someone else to do your customer service. Now, of course you can’t steal my dad who does all my customer service (feel free to make an offer for him…he is expensive 😉
Who should you hire? Someone that is good with people. Could be anyone from a VA with a customer service background to a family member (as long as you get along with them, hah).
#2: Setting up a customer service SYSTEM.
No system = chaos
Chaos = people emailing you, sending you Facebook messages, carrier pigeons, etc. with customer service requests. Yikes.
The simplest, easiest thing to do here is create an email address such as ‘firstname.lastname@example.org’ and then any requests that come your way you simply forward to that email address or if you get a message on Facebook simply (nicely) tell them to email the support email address and they will be taken care of.
And, of course, you want this email address listed in the backend/downloads page of your products and programs.
If you want to step up your game a bit, you can create a ticketing system/help desk just like the big boys.
We have one through Rhino Support. It is relatively cheap and keeps support tickets organized (and customers can fill out a ticket OR email a support address which is cool).
Check out Rhino Support here (affiliate link and there is a free trial I believe)
#3: Biggest tip? SPEED
Crappy customer service is something that plagues our industry which is sad because it is easily fixed.
I can’t tell you how many times I’ve seen customer service requests in the information product not answered for a week (or ever). That sucks. Don’t do that.
Speed matters. As in, getting back to people.
Even if your customer service person doesn’t have a solution yet, at least telling someone it has been received and being worked on is HUGE.
I can’t tell you how many gifts/nice letters my dad has gotten in the mail for taking care of folks fast.
Does this mean you need someone working 24/7? Nope.
But, I would recommend setting expectations. For example, having an auto response on customer service requests saying something like:
“Your request has been received! And we will be on it right away. Our customer service hours are 8 AM to 5 PM Monday-Friday and all requests will be responded to within 24 hours (unless on a weekend and if that is a case it will be responded to on Monday” (just an example you get the idea).
Bottom line: Getting your customer service ducks in a row can be CRITICAL to moving your biz forward.
Hope that helps.
RISE Inner Circle Is Coming!
The RISE inner circle is coming this February
Get excited. More about this will be coming out over the next few weeks, but let me tell you this is going to be EPIC and is single handedly the most requested thing from you guys (I’ll explain more soon).
The RISE inner circle focuses on “what’s working now” ongoing training for creating and selling digital products & programs online
And PLENTY of other surprises I have up my sleeve.
All the juicy details will be revealed over the next few weeks, so make sure to get on the early bird list right here if it is up your alley.