https://smallbizsurvival.com/2018/06/is-this-service.html The small town and rural business resource Fri, 15 Jun 2018 13:28:18 +0000 hourly 1 https://smallbizsurvival.com/2018/06/is-this-service.html#comment-242608 Fri, 15 Jun 2018 13:28:18 +0000 https://smallbizsurvival.com/?p=12306#comment-242608 Wow. Those are pretty awful examples of poor customer service. I’ve noticed that the quality of customer service has declined as things have been automated. That’s sad because it can be the opposite. In addition to empowering your staff to act in your absence (as you reference), using automated tools on your website and social media to allow customers to stay in touch with you are very key in my opinion. For example, answering Facebook messenger when people contact, providing a contact link in Google My Business, having a bot on your website (that can actually be responded to by a live person). I’m surprised by the number of businesses with a social profile who never respond to messages you send to them. I think responding to messages/comments etc is a key to small businesses in rural areas not just surviving, but thriving. Great post and discussion topic!

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