Archive for the ‘Customer Service’ Category

Oct
10
2011
AUTHOR
kelly.wagner

Clean Up Needed, Aisle 5! Part I of II: The Importance of Keeping Your eCommerce Aisles Clear and Easy to Navigate

Monday, October 10th, 2011

Shopping online has a lengthy list of benefits: I can easily find the best price, shop in my pajamas, and have products sent right to my door. Easy! However, I can’t locate the item I’m looking for in a cluttered store – even if it is offering me the lowest price guaranteed and free shipping. I’ll look for it somewhere else, somewhere that has organized shelves that will quickly lead me right to the product.

A few tips to keep your site clean and easy to navigate:

I should never see a 404 Page, empty landing page, or image not available. If your site was a brick and mortar store, this would be like assuring me that you have what I’m looking for, then dropping me off outside the back of the store near the dumpster, or in an aisle that is empty. It doesn’t make you look very reputable. (more…)

Sep
28
2011
AUTHOR
Donna Werts

Customer Service is More than an Attitude

Wednesday, September 28th, 2011

A company’s most vital asset is its customers. Without them, you would not have a business. Without adding to your customer base, you cannot grow. Customer service should be more than an attitude – it should be an integral part of your business.

I will show you 10 ways to service your customers’ needs while growing your business. It is easier than you think to make a customer walk away satisfied and wanting to come back for more.
Perhaps someone can help me with something that has been bugging me. Why isn’t customer service more important to business owners – especially small business owners? (more…)

Aug
31
2011
AUTHOR
Donna Werts

Customer Service after the Sale?

Wednesday, August 31st, 2011

How many of you have thought about your practice of providing excellent customer service post sale? Not many merchants put a lot of consideration into it. Providing excellent support, post sale, may win you a customer for life and may also inspire a customer referral. This was the topic of our webinar today. What did we learn?

It is all about prompt attention and customer contact. You may find that perhaps you have an AVS issue, declined card, out of stock merchandise; best practice dictates that you should pick up the phone and call the customer. If you leave a voicemail, follow up with an email to the customer. (more…)

Aug
29
2011
AUTHOR
Noelle Vetrosky

How to Provide Customer Service after You Capture the Order

Monday, August 29th, 2011

A new customer has made a purchase on your eCommerce store. Great news! Now what?

Customer service doesn’t stop one you have captured the sale. If you have the proper procedures in place, you may win a customer for life. Join customer service experts Gregory Kosicki and Donna Werts on August 31 at 2 p.m. ET for the final webinar in our holiday preparation series that will teach you how use superior service to keep customers coming back for life.

Our pros will discuss:

• What to do when an order is pending
• Prompt shipping tactics
• Sending order communication
• What to do when backordered items are ordered
• Watching for fraud

Webinar attendees will receive a special offer on customer service solutions!

A lifelong customer shops all year long. Find out how to capture them this holiday season!

Register now for our FINAL holiday preparation webinar!

Aug
18
2011
AUTHOR
Donna Werts

Webinar Wrap-Up: What Customer Service Tips Did You Miss?

Thursday, August 18th, 2011

Our second customer service webinar in the holiday preparation series, “Using Soft Skills to Better Your Customer Experience” was a great success! Scott Sanfilippo, Greg Kosicki, Kathleen Hayes, and I presented this informative session.

We learned about:

  • Soft skills and how to use this tool to better serve your customers and gain more sales.
  • The importance of verification in serving your customers
  • The significance of saying such things as, “thank you” and “may I”

We also received some great questions at the end of our educational session.

  • How do you deal with a customer who says that the package was not delivered even though tracking shows it was delivered to the correct address according to UPS, or Ontrac which actually has a GPS stamp?
  • How do you handle a customer that calls in to say they are dissatisfied with what they received, but it was exactly what they ordered; they used it and threw away the wrappings but now they want a full refund?

Our next webinar on August 31 is about providing great service post sale! This one you just can’t miss! See you there!!!