In this article I am going to talk about how you can provide excellent customer service when you have an online business. Just because you have a virtual presence doesn't mean that your customers should have a lesser customer service.
Providing excellent service to your customers is probably one of the most important parts of your business because the main reason why customers go elsewhere is because of poor service and feelings of not being value.
Consistency
Customers want a consistently good service. It can take some time to build up that reputation but if you do just one thing wrong it can completely destroyed everything that you have done before.
Customers want a consistently good service. It can take some time to build up that reputation but if you do just one thing wrong it can completely destroyed everything that you have done before.
Make sure that every dealing that the customer has with you is a positive experience whether that is a product they have purchased, service they have received, feedback, handling of a complaint, whatever it is make sure it is the best.
Standing out
Make sure that your business stands out compared to others. The way that a business can stand out is either being really bad or really good. Make sure that your business stands out because it is very good!
Make sure that your business stands out compared to others. The way that a business can stand out is either being really bad or really good. Make sure that your business stands out because it is very good!
Provide the kind of service that people will talk about and share with others. Provide the kind of quality products that people will talk about. Create a buzz about the excellence of your business.
Always deliver
Ensure that customers always get what they have asked for and that you always deliver and follow up on any promises that you make. This means adding value to every part of your relationship with your customer.
Ensure that customers always get what they have asked for and that you always deliver and follow up on any promises that you make. This means adding value to every part of your relationship with your customer.
Perception
This is very important especially with an online business as you are not dealing face-to-face. You need to ensure that the customer's perception of you is what you want it to be.
This is very important especially with an online business as you are not dealing face-to-face. You need to ensure that the customer's perception of you is what you want it to be.
What are the values and beliefs you want to convey to them? What positive feelings do you want your customers to feel about you? Sometimes it is the perception of what your customers think about you that can be more important than the product you provide.
Communication
Communication is very important with an online business and being able to communicate effectively via the Internet is something you need to learn to do. This is especially important when it comes to dealing with complaints as a written response may be interpreted differently than if you spoke to the customer face-to-face.
Communication is very important with an online business and being able to communicate effectively via the Internet is something you need to learn to do. This is especially important when it comes to dealing with complaints as a written response may be interpreted differently than if you spoke to the customer face-to-face.
Whenever you receive communication from a customer make sure you deal with it personally and as quickly as you can. If you receive a complaint then decide what you can do that will restore their faith in you and turn a negative experience into a positive one.
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