I’ve discussed our philosophy on customer service at my online marketing site, MichelleWatersOnline.com. If you haven’t read the post yet, I recommend you do so. If you have, I love you. LOL!

But seriously, customer service is more than just submitting a support ticket and replying to one. It’s a relationship. You rely on my company, and my company relies on you.

In order for for you to receive — and us to deliver — a great customer service experience, we both need to work together towards one common goal. That goal might be you learning how to use your new website, us repairing a technical issue on your site, or updating billing information, among other things.

Our Goals

Our overall goal is to take care of you as best we can. Sometimes that means repairing a problem with your website or with the server. Other times, it will mean pointing you to a resource we have created that will allow you to learn how to use your site (this works for both of us, in that you don’t have to wait for us just to update your website, you don’t have to pay us for a service, and we can devote our time to taking care of issues that you can’t handle).

We want you to learn how to run your business, grow your business, make every sale possible and have your website work for you, instead of making you work. We are here to help work at home moms  and small business owners sell physical products online.

As I discussed in my other post, these goals can’t be reached unless we work together.

On our side, that means:

• We are professional and courteous.
• We ask questions to better understand the issues you are experiencing.
• We send you to the appropriate resources when you are learning.
• We take the necessary time to fully research your issue.

On your side, this means:

• You report issues thoroughly. We can’t help you if you tell us your site is broken, but don’t share the error message you are getting or what you are doing that results in your site being broken
• You are professional and courteous. It is very hard to work with people who treat us like the enemy. We do our best to remain professional and help even the most cantankerous client. But we are human and tend to give our best efforts to those who are working with us, not telling us where to go.
• You report issues immediately. Don’t wait two days to report a problem and then get mad at us because you have been dealing with the problem for two days. Website issues don’t magically fix themselves.
• Remember that most of us are moms with families and that we like to spend time with our families, too. Our hosting and email support department is fully staffed and available 24/7. However, our SKP, Billing, Web Design and Information Product support departments are staffed by one or two WAHM experts just like you. Those departments are closed on the weekends or holidays. Please keep this in mind when you’re working on your site. As always, if you are learning how to use the site, our forums, manuals and video tutorials are always available on the site.
• If you don’t receive an emailed reply notification to your ticket, please login to the helpdesk and view the ticket before assuming we have not replied. It’s very frustrating to try helping someone, asking them questions for more information and not getting replies, only to be yelled at by a client who thinks we haven’t replied to them at all.

Thank you very much for your understanding!