E 'online Your Business Customer-Friendly

E 'online Your Business Customer-Friendly Customer service is increasingly recognized as one of the most important uses for a commercial World Wide Web Site Your Web site is located on a 24-hours, seven days a week. So it's worth, like where you can charge your customers? Serve themselves "without the need for overtime staff, or lengthy voice mail procedures. James Feldman is President of JFA, Inc., an online business with a high-quality gifts and unique automatic watch winders, Grundig court radiation pocket radio, and nitroglycerine pill fobs. The JFA's website is online since 1997, and his income each year - there is now a multi-million dollar companies in e-commerce. Jim, who is also a professional speaker and expert on customer service, highlighted for me how the experience of purchasing on-line differs from the patte of bricks and mortar. Buy on-line is the physical presence and personality of the seller from the process. This makes the site copy critical in creating a "one-to-one with clients or potential clients. Which incorporates one of my favorite mantras: Each page of your website should the visitor? S prospect, not you. Visitors must be able to rely on advertisements and respond immediately to questions: ? Why me? - This is your site the right place for me? Why care? - I was convinced that the copy that is able to meet my needs? It 'much easier, so directly from the Web site to Web site to move between the shops in the real world. So the visitor has far more freedom of choice online. Jim says that the challenge for customers is therefore very clear focus on a customer, a purchase at a time. E-service customers expect a big, with little or no direct interaction. They tolerate some mistakes, but not many. Jim offers five modes for effective online customer service: ? 1. Accessible. Show very clearly on your website all the options that your customers can contact you - including e-mail, telephone and fax numbers and office hours. And if there? S practice for your business, be personal - give your visitors a real person, who has a name, unlike sales@mycompany.com Of course, if you? Re really high level, you can also use one? Call Me? Button on your website. ? 2nd Retu all e-mail or call the same day as possible. That sounds simple, but a last attempt with top Fortune 100 companies showed that almost one third are not on e-mail on their website within a month? Some of these companies do not yet? T usable e-mail address on their website. ? 3rd Confirm all orders. Send e-mail confirmation (this can be very effectively with autoresponders), and if you? Re effective delivery of products, numbers, and provides monitoring of delivery dates. ? 4th A clear retu policy, honor and lea from it. This may give you more information about what? I work and what? S does not. Jim? Products are sometimes again without explanation, so that his staff always the customer to create and solve the problem. ? 5th Expect more phone calls. Jim says:? ? Customers can? T read or write for us? If your site traffic and increase response rates (which is obviously what we want), then the volume of calls, regardless of your company or industry. Regardless of the quality of the sites, clear retu and privacy policies, secure servers, etc., people are still human interaction. All my clients report talking to customers over the phone, and walk through the website, where you answer their questions clearly. Maybe these psychological barriers will be reduced, but now there are a lot. If the customer service aspects of your business is working well, there? Ll be a definite bottom line impact. Jim is absolutely clear that his company has grown considerably through repetition and recommendations from satisfied customers. And on the contrary, we are able to see the impact of poor customer service and fulfillment in many of the dot.coms that failed. Jim says that people buy on-line as the expectation of something more valuable that the actual money they spend. Your website on this? JFA Inc. can be found at ? 2002? Philippa chamois. All rights reserved.Philippa chamois, CyberSpeakerSM ", is an inteationally recognized e-business strategist. Check her free tipsheet for 19 ideas to make your website: Philippa can be reached at (831) 465-0317 or Pgamse@CyberSpeaker.com