July 2010
Beginner
432 pages
11h 33m
English
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Chapter 8. Providing Customer Service with a Virtual Smile
In This Chapter
Building a base of repeat customers through effective communication
Ensuring a fast response to customer inquiries
Creating forms that let your patrons talk back
Encouraging contact through RSS feeds
Finalizing sales through chat-based customer service
No matter where you sell, you don't have to look far to figure out what separates the successful sellers from the struggling ones. Besides having a good idea and lots of chutzpah, the best sellers invariably provide the best customer service. They're the sellers who leave extras such as cards and gifts in packages; who make an effort to ship merchandise the same day it's purchased; who have a clear return policy and stick to it; and who answer questions promptly help to set off a positive feedback cycle: You provide good service and get good response from customers; you build more trust; you inspire more people to buy from you; and on and on. When I made an effort to include some "extras" with my packages and to ship quickly and carefully, I received my own glowing comments of appreciation, which proved highly satisfying.
Customer service is one area in which small, entrepreneurial businesses can outshine brick-and-mortar stores and even larger online competitors. Whether you're competing in the areas of e-trading, e-music, or e-tail sales of any sort doesn't matter. Tools such as e-mail, RSS feeds, and interactive forms, coupled with the fact that an online commerce ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.