| As more business processes become automated and move to the Web, companies are increasingly reliant on internet to conduct transactions. Although conducting business on-line is different from traditional tractions, customer service is of the equal importance. Ensuring that the quality of customer services is consistently high is essential to creating high customer satisfaction and protecting revenue streams on-line. As sellers on-line don’t trade with customers face-to-face, some may neglect details in delivering customer service on-line. The following are five points should be noted in delivering service on-line
Have a full understanding of your products
Having a full understanding of your products is essential to the customer service. As a seller, if you don’t understand your products, how can you solve the problems of your customers concerning your products and how can you persuade the buyers into believing you’re legitimate sellers?
Try to have 360-degree perspective of customers’ needs
Customers’ needs are crucial to the success of a transaction. No matter how good the product or service is, the simple truth is that no-one will buy it if they don't want it or believe they don't need. Never assume you know and can meet all your customers’ needs. Your customers have more to do than simply tell you when you are not doing well, or when you are not meeting expectations. Check-in frequently with your customers to ensure you are meeting their needs, and conduct anonymous customer satisfaction surveys to get additional feedback. In addition, learning your customers’ sectors, market and other needs is also essential to have an overall view of your customers’ needs.
Keep promises
In order to make a successful deal, buyers are continually promised everything from next day delivery, to great customer service, to the best prices that are over-delivering. Especially in today’s crummy economy, some sellers even cannot make sure deliver the right product of right quantity at the right time in order to earn a little more money. This is extremely harmful to their business. Buyers get upset when the sellers are over-promising and under-delivering. And they may even never have trade with you anymore. No one wants to make business with untrusted vendors. Try to fulfill what you have promised to your customers and apologize to your buyers when you cannot make true to your promises.
Good Service Attitude
Good service attitude is important to the quality of customer service. Never assume that all your buyers are good-tempered and you have no trouble in delivering service. Sometimes the customers may not remember what you told them previously. You must patient enough to refresh their memory on key decisions, reports sent via email, and previous discussions. And from time to time, no matter how hard you try, you aren't going to be able to satisfy every customer. In this case, you should be patient, careful and flexible to explain to your buyers when they are unsatisfied. Try not to get them angry even it is their fault. Never tell the customers they are wrong, simply suggest alternatives. Your customers’ perceptions are your reality, whether they are right or wrong. If that customer is still unhappy or angry with quality of service, it's highly unlikely that person will be a repeat customer.
Provide multiple ways for your customers to easily communicate with you
Because of the long distance in geography, it is impossible for your customers to drop in you when they have problems. The only way to access to you is via new technology. To make your customers communicate with you at anytime, providing multiple ways for your customers to reach you is a must. MSN, E-mail, Telephone, Fax, and other communication methods should be provided to your customers on-line. When a customer contacts you with an issue, get the right people on the phone immediately to deal with the customer issue. This can leave good impresser to your customers and increase satisfaction.
Apart from the above points, there are lots of details should be paid attention to. Remember the importance of customer service on-line even you don’t talk with your customers face-to-face. Quality customer service on-line also bring you more business opportunities.
Resource:
ecvv.com Official Blog http://www.businessisbiz.com/
www.ecvv.com is an innovative and comprehensive business portal in China, dedicated to saving costs for Chinese SMEs to find buyers and export to overseas markets. |
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