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Article Title:
==============
Develop Superior Online Customer Service
Article Description:
====================
Today, many startup companies utilize only one method of selling
directly to their customers - and it is no longer a "Brick and
Mortar" storefront. Instead it is via the Internet. In this
fast paced global environment competition for every customer's
dollar has become fierce.
Additional Article Information:
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1064 Words; formatted to 65 Characters per Line
Distribution Date and Time: 2006-06-01 12:54:00
Written By: Norma Jones
Copyright: 2006
Contact Email: mailto:PearlsArticles@pearlsonly.com
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Develop Superior Online Customer Service
Copyright � 2006 PearlsOnly
Written by: Norma Jones
PearlsOnly
http://www.pearlsonly.com/
Today, many startup companies utilize only one method of selling
directly to their customers - and it is no longer a "Brick and
Mortar" storefront. Instead it is via the Internet. In this
fast paced global environment competition for every customer's
dollar has become fierce. This requires companies to evolve and
meet changing client needs while maintaining high quality
products and customer service.
To achieve success, companies are looking to new technologies and
techniques in key fundamentals. One of these fundamental areas
is a solid foundation in the art of sales and customer care.
Tip #1 People First And Foremost
Individual customers as well as customer care providers can be
easily overlooked in the big scheme of an online company. Lack
of appreciation for the value of superior customer service may
lead to a ceiling on your companies potential or possibly, even
demise. The vast majority of customers visit internet stores
without interacting with any member of the sales or customer care
teams. This can be a successful model for a few very select
products and services. However, for the majority, people must be
first and foremost.
Customer Service not Customer Salvation
Many companies have lowered customer service standards by
outsourcing this very important function to the lowest bidder or
passed-off this essential task to under-trained employees.
Frequently, customers expect the person answering the phone to
not have the ability, training or authority to truly assist.
This can result in lower consumer confidence and reduced sales.
In addition, your customer service team may be reduced to a
customer salvation team where a large amount of their time is
spent correcting errors and re-aligning mismatched expectations.
While after sales support is indeed an important component,
activities with potential customers and assistance with current
sales is also extremely important.
To ensure your customer care people spend their time adding value
and sales, train them to become experts. Make sure your team has
the training and knowledge needed to be a partner in the sale,
rather than just being an order taker. Customer satisfaction as
well as your employees' satisfaction will increase – both
important keys to success.
There's No School Like The Old School
Do you know your customer? Do you recognize any names from
yesterday's order list? Why did your customer come to you?
What does your customer need?
Your customers should not be treated like a number and dollar
figure. Each customer has made an individual decision to entrust
you with their money and time. Take the time to determine your
customer's needs and wants. Take a page from the old school and
turn one sale into a relationship.
Your Leadership And Character
Another important component is you, the business owner. Your
character will be the map which guides the ship that is your
company. You are captain, your officers and crew will follow
your lead.
If you have time for character assassination or mud slinging
against competition, then you are doing your customers, your
employees and your company a grave disservice. For example, you
may want to spend a bit more time concentrating on improving your
business and more importantly providing your customers with
better service. A merchant's metaphorical "ship" that focuses
on delivery of goods will out perform others that fight
unnecessary and costly battles. Your customers are smart and
will choose to spend their hard earned dollars wisely.
Tip #2 Know Your Product
Next, let's take a look at what you are selling.
What Are You Selling?
Do you use your product? For example, would you buy a car from
someone who doesn't drive? Yes, they may know all the technical
specifics such as horsepower, torque, gas mileage and turn
radius. But have does this person know if the car will truly
meet your needs - on paper, maybe, but in real-life where your
hard earned money is being spent, maybe not.
Can they tell you how the car feels when driving in conditions
you experience most? How will the car perform now and in the
future? What can you expect in one, two, five and more years?
Very simply, you, and your buying and customer service teams must
know your product - not just trained as to what is on paper but
actually use the products too.
Real And Honest Marketing Messages
Be honest about your product. Giving a product a misleading name
can damage your reputation, your sales and can be potentially
illegal. Online customers are smart and have access to
unprecedented amounts of good information. Smart, savvy
customers will support you and allow your product to stand on its
own merits.
Tip #3 Location, Location, Location
Next, as more businesses no longer choose traditional "Brick and
Mortar" storefronts, companies need to also consider the best
places for offices and resources
Your Customers
Part of making people your first priority is to understand your
customers. Look to place your offices where your customers are
located to help understand their specific needs and wants. For
example, the tastes and needs of customers in New York can differ
from those in California. Seek to hire and place resources to
best understand individual markets as well as customers.
Your Product
Next, seek to understand the culture of your product. For some
this means visiting that region of the world regularly. For
others, this means placing actual and permanent resources on
site. Visiting the region often, even with language
capabilities, can earn you some knowledge, but this may be that
of a frequent tourist rather than that of a local. Instead, seek
to place offices and resources on a permanent basis on site.
This will allow you to meet the needs of your customer better
than a retailer selling a warehouse of stored goods. It will
also allow you to anticipate and meet the changes in the
marketplace as they arise. Understanding your products' origins
as well as the people and culture will ultimately help you and
your entire company better serve your customers.
The development of superior customer service requires commitment
and planning. Companies must respect the value provided by a
effective and efficient customer care team. Understanding your
customer, their needs and your product are paramount. Be aware
of the leadership within your company and have the necessary
resources location in the appropriate location. Careful
execution of these plans will result in the opportunity to
differentiate your Internet store from the rest.
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Norma Jones is a GIA certified Pearls expert and the Vice
President of Sales and Marketing at http://www.PearlsOnly.com.
PearlsOnly is an internet based eCommerce business that provides
high quality pearl jewelry direct to consumers. Our goal is
complete customer satisfaction with the best selection of the
finest pearls anywhere. We leverage our multinational presences
to offer our clients high quality pearls, with above-and-beyond
customer service at incredible prices. Visit us online at
http://www.PearlsOnly.com or call us at 1(888)834-4148.
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