06 January 2009

Online Customer Services

hey readers!!!


Customer service issue has to be the key element that a business should take into account in this competitive business world. Besides, a good reputation will be held by the business by being more innovative and improve all matters in costomer services. Now, we will give some brief information on how to improve our communication skill towards our beloved customer.

As we all know that Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which the customer can communicate easily to the company.

James Feldman is President of JFA, Inc., an online business offering high quality and unique gift items including automatic watch winders, Grundig shortwave pocket radios etc.The JFA Web site has been online since 1997, and has doubled its income every year - it’s now a multi-million dollar e-commerce enterprise. (http://www.jfainc.com)

Therefore, we attach some of his article that may help all of us for achieving an effective online customer services.

1. BE ACCESSIBLE. Show very clearly on your site all the ways that your customer can contact you - including e-mail, phone and fax numbers, and your office hours. Give your visitors a real person to call who has a name.
2. REPLY every e-mail or phone call in the same day, as far as reasonably possible. we can use Auto Responders which allow you to send an immediate, pre-written response to anyone sending email to a designated address.
3. ACKNOWLEDGE EVERY ORDER. Send e-mail confirmations (this can be done very effectively with autoresponders), and if you’re shipping actual products, give tracking numbers and expected delivery dates.
4. PROVIDE A CLEAR RETURN POLICY, honor it and learn from it. This may give you more information about what’s working and what’s not. I.g some products sometimes returned with no explanation, so the staff should call the customer to establish and resolve the problem.
5. EXPECT MORE PHONE CALLS. James says: “Customers can’t read or write!” If your Web site traffic and response rates grow (which is, of course, what we want), so will the volume of phone calls, whatever your business or industry.
Norman Vincent Peale
Talk peaceful to be peaceful.
Rollo May
Communication leads to community, that is, to understanding, intimacy and mutual valuing.
At last, hopefully by implementing the tips above may help your business in improving your online customer services and for sure increase customer satisfaction!!!
Good Luck...

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