Retailers and online businesses lose millions of dollars each year due to poor customer service

Good customer service will enhance your business and save you thousands. Some businesses neglect customer service and think it’s all about the sale. An area often overlook is complaints and in this day age customers are not just going to complain to their neighbour there is the possibility of them broadcasting their grievances on line. On social media sites such as Facebook, Twitter and google Plus.

Obviously prevention is always better than cure! If you are running an online store you want the users experience to be as pleasant as possible. Your site wants to be as easy to navigate as possible, check out needs to be clear and secure. Customer service numbers need to be visible, along with returns addresses and any other essential details.

To reduce basic customer complaints make sure your service is second to none, delivery time is always informed and make sure you offer quality products and services at good value. If the customer is well informed there is likely to be a complaint. The whole experience of shopping online can be fun, so treat the customer well and they will return.

If a customer airs a complaint online always deal with it in a positive, polite and professional manner. Remember if you are responding online you are not only going to effect the decision of that person but also the decision of any other person reading the post!  If the customer has had a bad experience try to find the problem, explain what the situation was and how you will fix it. Be as helpful and as honest as possible. Consider offing discount or voucher. The last thing you want to do is lose this customer or deter other customers!

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