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Succeeding At Your Yahoo!® Business by Linh Tang, Frank Fiore

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Chapter 19. Customer Service

In This Chapter

• How to service the customer before the sale

• How to service the customer during the sale

• How to service the customer after the sale

• How to deal with product returns

• How to handle disgruntled customers

A company’s customer service permeates every stage of the buying process, not just when customers have order status questions or lodge a complaint. In addition, online customer service requires electronic assistance that can guide customers to a purchase. In the online world, shoppers can be easily frustrated by bad site design or the inability to find the right information to make a purchase decision.

To create a world-class customer service experience, you must respond to customers in a personalized, ...

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