Customer service in the age of Internet

Introduction

High technology, wise design, great copyright and a search engine friendly website are all very important for improving internet sales, but what about customer service?
For many small and medium sizes internet business the number one cause for sale growth is customer service! This article describe the importance of personal customer service in the age of internet and what are the “must do” steps that will turn each of your customers to a satisfied one.

The importance of customer service

The internet media allow users to purchase goods using automatic systems with no personal contact. Technology offers great value to business owners by reducing the costs of sales but at the same time it creates a wall between the seller and the buyer. We must strive to break that wall and give our customers the feeling that they have a reliable and pleasant place to shop with. We try to make them want to make there future purchases with us and even tell there friends about us. Returning customers make 20%-40% of your sales and this does not include all those referred by satisfied customers!

Internet customer service standards

A great deal of your communication with your customers is done using standard emails.
Here are few very important notes to remember:
•    Write them as personalized as possible.
•    Use the customer first name.
•    Each mail should start with thank you for your order/email and so on.
•    At the end of every email add we will be happy to serve you (or something that fits).
•    Sign up the email using your full name and your job (for example - shop manager).

Standard steps for internet customer service

Order confirmation email
The customer must receive an email with order details. If the email has been returned (wrong email or any other reason) you must contact your customer by phone and notify that the order has been received. We must never allow a situation in which the customer made an order and does not know if it was received or not. Many times customers ask questions at the order comment box write back and answer these questions.

Order sent notification
When you ship the order you need to send the customer an email to notify that his package was sent together with the tracking number. Ask your customer to write back when the order arrives. It will help you know how your customers feel and collect testimonials.

Delay notification
If the order is been delayed for some reason, write to the customer and notify him about the delay. Give your customer a short explanation why the order is delayed and estimate time of shipping. Most customers will accept the delay if they are notified about it.

Fast Email response
This is really one of the things that drive me nuts on the net. Three days reply is not normal! Use the fast response to show your customer that you have great service. Many times a fast reply is all that is needed to close a deal. People write questions to get answers but also to feel more secure that there is someone on the other side…

Phone availability
Many people are still afraid of making orders on the net. Having your phone number where users can see it and fast answering to calls may increase your sales with 10%-40%!

Allow money back guarantee
Give the option of returning the product and getting full money back guarantee. Be very polite and express your disappointment that the customer did not like the product but don’t put any obstacles for getting the money back. Try to get the customer satisfied from the return and offer a discount for other product. Serve your best for those who return your products and you will be surprised to see them coming back again.
 
Replace a damage product on your expense
This is important – customer doesn’t need to carry replacement expense! You should even pay for the shipping back. If you take all the cost on you and replace the product without too many questions, the customer will reward you for your great service and tell there friends about you.

Send gift to customers you have treated wrong
Customer service is never 100% errors safe. We are human and make mistakes. If you have a customer that is very unhappy from your service, consider giving them a gift to leave a good taste from the shopping experience. They will reward you later…

Summary

The investment in your customers is the highest rewarding investment for short and long term. Strive to have 100% satisfied customers. Use personal approach, kindness and fairness. Remember to break the wall of the internet and use speedy response as a message of high quality service.


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