Like many for-profit companies, associations are in the business of people. When people pay for membership, you’re a part of the package their purchasing. That said, customer service is KEY.
Now, you’re probably really good at providing exceptional customer service in person. You likely greet members with a big smile, ask them how their day is going, assist them with their needs, etc. But providing that same level of customer service online...well, that’s tricky. People can’t see you, and there’s often a small period of time in between when a person says or thinks something and when you can actually respond.
So how can you make sure you’re meeting (and exceeding) people’s customer service expectations online? Here are a few tips: