Comments on: How to Handle Customer E-mail http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/ Branding for Entrepreneurs Fri, 12 Mar 2010 10:25:06 -0600 http://wordpress.org/?v=2.8.4 hourly 1 By: Learn To Do It Right » Blog Archive » Is Your Email Communication (or Lack of It) Costing You Sales? http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-2021 Learn To Do It Right » Blog Archive » Is Your Email Communication (or Lack of It) Costing You Sales? Tue, 03 Jun 2008 16:01:06 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-2021 [...] Mario Sanchez-Carrion of Shoestring Branding has posted an excellent story on his blog on How to Handle Customer Email. [...] [...] Mario Sanchez-Carrion of Shoestring Branding has posted an excellent story on his blog on How to Handle Customer Email. [...]

]]> By: Rose http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-2012 Rose Sat, 31 May 2008 18:30:48 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-2012 What's sad about this example is that 2/3 of the responses didn't answer your question on the first try. That's a failing grade. What does this say not only about business in an internet paced world - but also the state of customer service and assistance in corporate America today. I shudder to think what will happen in the next 10 years - if this sort of thing really continues. Perhaps it's time that we as a consumer start teaching big business what we want - and making sure that the rest of the people know it. Just for the record, You should state who DEALER A was - so I know who I should take my business to. ~Rose What’s sad about this example is that 2/3 of the responses didn’t answer your question on the first try. That’s a failing grade.

What does this say not only about business in an internet paced world – but also the state of customer service and assistance in corporate America today.

I shudder to think what will happen in the next 10 years – if this sort of thing really continues.

Perhaps it’s time that we as a consumer start teaching big business what we want – and making sure that the rest of the people know it.

Just for the record, You should state who DEALER A was – so I know who I should take my business to.

~Rose

]]> By: When asked a question, answering it is helpful » The Opinionated Marketers http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-1981 When asked a question, answering it is helpful » The Opinionated Marketers Tue, 27 May 2008 13:30:45 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-1981 [...] Sanchez of Shoestring Branding relates a classic car-buying tale: car dealers that won’t answer questions. Even when the question is, “I want to buy a [...] [...] Sanchez of Shoestring Branding relates a classic car-buying tale: car dealers that won’t answer questions. Even when the question is, “I want to buy a [...]

]]> By: Jane http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-1949 Jane Thu, 22 May 2008 17:04:27 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-1949 Thanks for the great story and the great reminder of what's important in e-mail communication. I've been doing a lot of corresponding with tech support for web providers as I establish my own blog. Typepad has been fantastic in its support by e-mail, and Register.com has been okay. What distinguishes Typepad is that they give me direct, prompt, and relevant information. And they ask great questions. And they thank me for my help in solving the issue. I imagine that the tech support people I'm working with are in India, Singapore, or the Philippines. I know that there's a lot of beef out there about the quality of support one gets from offshore outsourcers, but I'm beginning to believe that it isn't the location of the person responding but their training - and not just technical training but training in customer handling. What matters in e-mail tech support is the same as what matters in sales: promptness, relevance, humanity, courtesy. Thanks for helping to drive these points home for everyone. Jane Thanks for the great story and the great reminder of what’s important in e-mail communication.

I’ve been doing a lot of corresponding with tech support for web providers as I establish my own blog. Typepad has been fantastic in its support by e-mail, and Register.com has been okay. What distinguishes Typepad is that they give me direct, prompt, and relevant information. And they ask great questions. And they thank me for my help in solving the issue.

I imagine that the tech support people I’m working with are in India, Singapore, or the Philippines. I know that there’s a lot of beef out there about the quality of support one gets from offshore outsourcers, but I’m beginning to believe that it isn’t the location of the person responding but their training – and not just technical training but training in customer handling.

What matters in e-mail tech support is the same as what matters in sales: promptness, relevance, humanity, courtesy.

Thanks for helping to drive these points home for everyone.

Jane

]]> By: David @ PostcardPerfet http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-1944 David @ PostcardPerfet Wed, 21 May 2008 21:28:04 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-1944 Mario - Found my way from a link at Remarkable Communication. Good post. It's a nice reminder that auto response e-mails that don't address the issue are as bad as no e-mail at all. Mario – Found my way from a link at Remarkable Communication. Good post. It’s a nice reminder that auto response e-mails that don’t address the issue are as bad as no e-mail at all.

]]> By: Adam Singer http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/comment-page-1/#comment-1943 Adam Singer Wed, 21 May 2008 14:17:34 +0000 http://www.shoestringbranding.com/2008/05/20/how-to-handle-customer-email/#comment-1943 Good story - and even better lesson! Hope the new car works out well, Mario. Good story – and even better lesson! Hope the new car works out well, Mario.

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