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The School of Internet Marketing Instructor on Bad Customer Service(March 05, 2014)
Jersey City, New Jersey (PRWEB) March 05, 2014
This week's podcast from Jonathan Goodman, president of Halyard Consulting and professor at The School of Internet Marketing, focused on bad customer service. He interviewed Shari McConahay, who not only runs her family's costume business but is a consultant for e-commerce companies. The subject of this interview was on dealing with complaints through social media and retaining customers.
Shari spoke about her experiences in dealing with customer complaints through social networks and what advice she gives to other businesses. The key is to respond right away. She advised businesses to let the customer know they are working on the issue and take the conversation offline by responding in emails. The business can then make a final response on social media by thanking the customer for bringing it to their attention and allowing them to make things right.
"Customer service needs to be integrated into every department." Jonathan Goodman
The focus then turned to how customer service should become an essential component of training new staff and integrated into every department to help retain customers. It costs six to seven times more to gain a new customer than to retain a current one. To keep customers loyal, businesses must offer them deals at least as good as the new customers are getting or even better. If companies don't continue to market to their regular customers, they will lose them to the competition.
About The School of Internet Marketing
The School of Internet Marketing allows business owners to take control of their web presence in order to develop new leads and customers for just $47 per month. The School works to empower business owners with the understanding that a little education can go a long way. It offers a variety of 100% web-based courses for small business owners wanting to learn how to market their business online. Visit http://www.theschoolofinternetmarketing.com to learn more.
About Jonathan Goodman
Jonathan Goodman is a professor at The School of Internet Marketing and the President of Halyard Consulting. He started his career over 20 years ago at the dawn of the Internet age producing websites for Fortune 500 companies. He holds an MBA, an MS, and a BFA. Halyard Consulting is an Internet marketing firm, exclusively focused on WordPress development and search optimization. Jonathan is also the author of the well-received book The World of Internet Marketing and has a weekly podcast by the same name.
James Martell, VP Business Development
Clearbrook Web Services, Inc./ The School of Internet Marketing
Phone: (604) 535-6352
Read the full story at http://www.prweb.com/releases/2014/03/prweb11630124.htm.