Five Traditional Service Principles To Practice in an Online World

The Internet is rapidly changing the avenues through which we do business, but customer service is still customer service. Just because you don’t shake hands with someone buying your product online doesn’t mean you can neglect your relationship with him or her. Remember, there’s a person at the other end of that mouse click!

To achieve world-class customer service you need to honor the traditional principles of service excellence . . . and translate them into practices for these technological times. The authors of Online Customer Service For Dummies, Karen Leland and Keith Bailey, offer these time-tested tips to get you on the right (virtual) road:

1. Stand for real values in the virtual world. Ultimately, the success of your enterprise has more to do with your core values, and a commitment to delivering them, than it does with the latest business or technology trends

2. Value customer loyalty. By some estimates it costs five times more to gain a new customer than to keep a current one. Studies show that on the Internet the up-front cost of getting visitors to your site is significantly heavier than the back-end cost of keeping them coming back. The more you do to retain your customers both on and off-line, the more satisfied and profitable they will be.

3. Build relationships. Move from a singular focus on product development to putting an equal amount of attention on relationship building. To this end, software and hardware must be designed and used with a focus on service. In the end a strong relationship between company and customer can overcome most service problems.

4. Stay close to your customers. Online you can assess your individual customer’s needs, ask for input and suggest new products or services suited to the individual. Having a direct line to your customers is a new, exciting opportunity for any company that knows the value of listening and staying close to their customers. company.

5. Make it personal. Investing in e-business software solutions does not guarantee the personal touch, because people like doing business with people. Best-in-class companies demonstrate their caring attitude by using technology to support their relationships with people, rather than replace them.

Contact:
Celia Rocks
(412) 820-3004
CeliaRocks@aol.com