Tips for Getting Good Customer Service ECommerce Articles | July 17 Cameron Borthwick-Jackson Jersey , 2002 The ... product you bought online five minutes ago doesn't work properly and you're gonna fire away an email letting that *$&$#* company know just what you think of their stinking service. Soun
The electronic product you bought online five minutes ago doesn't work properly and you're gonna fire away an email letting that *$&$#* company know just what you think of their stinking service.
Sound familiar? If so, consider this:
Yes, there are dishonest merchants on the web and yes, some merchants offer dismally poor customer service. Nevertheless Axel Tuanzebe Jersey , it's a mistake to paint everybody with the same brush. Many of the merchants that operate online businesses are legitimate and are interested in turning you into a satisfied customer. However, in your role of consumer you have to give them a fighting chance.
Before you fire off that email, consider the following;
* Have you provided the merchant with a description of what happened when you tried to use the product? Saying "It doesn't work" provides so little information that the merchant has no idea what is happening and cannot advise you. What exactly did you do? What specifically happened? Did you receive any error messages? What were they?
* Is there any chance that the problem stems from your own lack of computer skills? Do you know how to use an online shopping cart, how to download files Ashley Young Jersey , how to work with various file formats or how to install software? While many online merchants are willing to help you as much as possible, they are not responsible for teaching you basic computer skills. Moreover, many may be less than patient after being blamed for a problem that is not of their making.
* Have you given the merchant the information needed to trace your order? If your email simply reads, "I can't open the file I bought from you Antonio Valencia Jersey ," the merchant doesn't know who you are and what you are talking about. It makes sense to provide your name as it appeared on the credit card, the name of the product that you bought, the email address that you used when you made the purchase and the date when the purchase occurred. The merchant needs this identifying information so he or she can trace the records.
* If you have not received any information about your order after making the purchase, check to ensure that you provided your correct email address without typoes. Many systems are set up to send email information automatically when you make a purchase. If you used the incorrect email address Anthony Martial Jersey , this information will not reach you. Other delays in email delivery can be caused by an assortment of Internet glitches that are beyond the control of the merchant. Wait for a couple of hours before deciding there is a problem.
* Did you read the system requirements on the web site before making the purchase? For example, if the web site stipulated that the product runs on Windows 98 and higher, then the file truly won't work on your iMAC or on Windows 3.x. Or if the web site says you must have Acrobat Reader installed, then Angel Gomes Jersey , the file really will not open on your system until you have downloaded and installed Acrobat Reader.
* If you are asking for a refund, did you send the merchant the receipt or other information confirming that you actually made the purchase? After all, you couldn't walk into a store and demand a refund without proof of purchase. It's no different on the Web.
* Is your message unnecessarily rude, crude and hostile? Keep in mind that the person at the other end is a human being and does not enjoy being the recipient of abusive email any more than you do. You increase your chances of solving the problem if you send a courteous email that explains the problem adequately.
* And here is one last thought to keep in mind. B2B (business - to - business) transactions account for the highest number of online sales. If you are reading this article Andreas Pereira Jersey , it is likely that you have a business Internet presence. Doesn't it make sense to give the other merchant the same benefit of the doubt that you hope your customers will give you? Article Tags: Customer Service, Email Address
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