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The Complete Idiot's Guide to Starting a Web-Based Business by Steve Slaunwhite

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Chapter 24
Customer Service with a (Virtual) Smile
In This Chapter
• Keeping customers satisfied, so they buy more and tell others
• How to handle refunds, returns, complaints, and requests for help
• Techniques and ideas for automating customer service to save time and money
There’s an old saying in the retail business. A happy customer will tell 3 of her friends about her experience, while an unhappy customer will tell 10! The same holds true on the Internet—but with one important difference. A customer who is dissatisfied with your website or products won’t complain to just 10 people. She’ll tell 10,000!
The Internet provides numerous opportunities for dissatisfied customers to tell their story to the world, everything from blogs to e-mails ...

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