This Article is About
customer service representative
cold hard truth
true foundation
best customer service
successful online business
customer satisfaction
negative impact
word of mouth
promises
anger
headache
mistake
Online Customer Service Etiquette
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Online Customer Service Etiquette

In order to be a successful online business it is crucial to ensure that you offer the best customer service possible. Online customer service etiquette is very crucial if you want to succeed at this. All current and potential customers all expect that any questions or concerns that they might have will be able to be answered. The cold hard truth is that word of mouth by a customer(s) can ultimately have a negative impact on a business and decrease customer satisfaction overall.

It appears that many online businesses use the presence of online help forums so that customers can find their own answers. However, a business should never lose sight of direct engagement as that is the true foundation for happy customers.

Therefore, let's start with the one that should be most obvious like being helpful which appears to have been forgotten. Just because you have someone available to answer questions or concerns does not equate to being helpful by any means. Whether through chat or telephone calls it important that the individual not just be available but be knowledgeable as well.

Remember there are many other businesses to choose from here online and a person will not hesitate to go elsewhere. Losing one customer is one to many which means you need to revaluate your customer support.

Each and every customer service representative should strive for excellence in order to maintain good rapport with each and every person they come in contact with. If you don't know the answer to a question, it's okay, make a plan and work hard to find the answer. If a mistake occurs then take accountability for it and make it right. Absolutely don't be afraid to tell a customer no, especially when they have out of this world expectations that you know cannot be fulfilled. Furthermore, don't make promises you cannot keep as it will only anger the customer and ultimately cause more of a headache down the road.

Ensure that each and everyone of your customer service representative(s) has the knowledge they need to be able to help all customers they come into contact with. I can't tell you how many times I've had conversations via telephone and the person on the other end does not even know how to help me or even point me in the right direction. It's not only frustrating it really angers me and causes me to take my business elsewhere.

Every aspect of any online business should focus on customer(s)needs and ensure a user friendly site. According to Econsultancy, 83% of all online shoppers need support to complete purchases and they expect to receive assistance within five minutes or else they abandon their cart and go elsewhere. Therefore, it's important to ensure that shoppers get the support they need and within a reasonable amount of time. Also make sure that stuff like prices, shipping, and return policies are easy to locate.

Essentially this all boils down to "customer service" being the key to customer happiness and satisfaction. Remember how you want to be treated when your the customer and never waiver from that.


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