Customer Services

Poor Customer Services

Sloppy customer services are bad news for online or offline trading you should not under estimate the power of good customer relations. Just because you are selling via the internet and not face to face, do not become complacent with customer care.
Customer care is as vitally important whether you retail online or from physical premises. This is probably more so when selling online, as there has to be an element of trust to be built up from the customers point of view.

Remember, the customer is unable to physically examine your product when purchasing from your Internet store, so how you put your web site across to them is paramount and with out a doubt will be the deciding factor in their decision to purchase from you.

A happy customer could return again and again but only if they feel that they have been treated with courtesy. It is not worth risking ruining your business reputation for the sake of the little forethought and planning needed before you commence trading.
With so much competition available on the internet for consumers, you will always have to be one step ahead of your competitors and be prepared to go that extra mile to gain and maintain good customer relations.

An unhappy customer is a lost customer and will most probably tell others about their bad experience, satisfied customers tend not to tell everyone.
Allow customers to participate by communication, incorporate a feedback section on your web site. Many new ideas have been developed by using this simple strategy. Who better placed than the customer to let you know what works and what does not.
Encourage repeat buying from your customers by offering future discounts, free gifts and suchlike. Perceived value is the name of the game here.

Solution

Consider the following points to enhance your reputation on the internet and build your credibility with online consumers.

When a customer places an order or submits a question, tell them how you plan to respond giving time frames etc. Using auto responders if a question or comment has been submitted will reassure customers that you will be dealing with it.
Endeavour to fulfil orders as quickly as possible, a fast turnaround is vital. Todays society is I want it now, if you are slow in delivering you will get left behind. Always ensure that your product is packaged securely.

Have full contact details available, this will help build trust and show that you are a bona-fide business.

Offer a money back guarantee where possible, obviously this will depend on what your product is, as to whether or not this would be a viable option.

Create a short questionnaire so that your customer can comment on their experience with your business. Even negative responses can be turned around to positive responses, constructive criticism should be viewed as a learning curve for your business which you will be able to learn from.

Author: PhillMedia