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3 Elements Of A Great Customer Service

Reciting from a telephone script is not one of them. Take notes, corporates.

· Professional Growth

1. Come up with a better alternative

You're a WordPress implementor.

After customising with the website's themes and HTML and CSS, you're ready to hand it over to your client. Your client's worried she wouldn't be able to manage the back-end on her own, so she's requesting you to hop on a video chat to coach her.

You agreed, but deep down, you know it's far too overwhelming for her to digest techniques and whatnot within this unfamiliar territory. You suggest an alternative: "Why don't I upload a series of how-to videos on YouTube? That way, you can refer to them whenever you want."


Client says yes and you save each other's time.

2. Tell your client(s) what they actually need

A prospective client approaches you for an email copywriting project.

As part of onboarding, you ask him a series of questions: "What's the main goal of this project?", "How does this project solves your email copywriting problems?"

After digging deep into his answers and auditing his email sequences, you realise it's not email copywriting he needs -- rather, it's email marketing strategy.

You tell him this and educate him about the process. You deliver. He sees an increase in conversions in his business, from a measly 1% to 12%.

3. A simple check-in

"Hey [Client's name], I haven't heard from you in a while. Is everything okay? How's [project] coming along? If you need a hand, holler!" works wonders.

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