Comments on: Customer Service and internet retail http://www.prestonwily.com/archives/customer-service-and-internet-retail Marketing, experiences, random thoughts... Tue, 07 Sep 2010 08:51:21 +0000 http://wordpress.org/?v=2.2.3 By: admin http://www.prestonwily.com/archives/customer-service-and-internet-retail#comment-347 admin Wed, 29 Mar 2006 13:34:12 +0000 http://www.prestonwily.com/archives/customer-service-and-internet-retail#comment-347 Good point, Mark - I forgot to mention the benefits of providing good customer service to the employees themselves. Good point, Mark - I forgot to mention the benefits of providing good customer service to the employees themselves.

]]> By: mark http://www.prestonwily.com/archives/customer-service-and-internet-retail#comment-346 mark Wed, 29 Mar 2006 06:24:57 +0000 http://www.prestonwily.com/archives/customer-service-and-internet-retail#comment-346 As an employee, a company with good customer service will keep me working there. First off, the more we can do to help customers, the happier (or at least less mad) they are and the better we feel. If we deal with irate customers all day, it wears on you, eventually you take it out on co-workers and other customers who get more upset and it all compounds. Soon, everyone hates their job. If our customers are happy and feel helped, they compliment and sincerely thank us, and we feel like we have done some good. We enjoy our jobs and will be much more tolerant of each other, and the occasional customer who is impossible to please. On the other side I need a clear concience. If I ever felt like our company 'policy' was to milk customer's wallets, I couldn't do it. I like being able to offer a customer a less expensive solution if it will work just as well. And be able to take just as much time supporting a $5 sale as a $5,000 sale. And I have no qualms when the customer calls for a $15 part and I explain why it won't work, and sell them a $100 dollar part--the amazing thing is they are usually happy. People can tell the difference between genuinely trying to help them get the right solution, and trying to get an upsale. If I'm thinking about the customer's best interest they recognize, and respond to that. As an employee, a company with good customer service will keep me working there. First off, the more we can do to help customers, the happier (or at least less mad) they are and the better we feel. If we deal with irate customers all day, it wears on you, eventually you take it out on co-workers and other customers who get more upset and it all compounds. Soon, everyone hates their job. If our customers are happy and feel helped, they compliment and sincerely thank us, and we feel like we have done some good. We enjoy our jobs and will be much more tolerant of each other, and the occasional customer who is impossible to please.

On the other side I need a clear concience. If I ever felt like our company ‘policy’ was to milk customer’s wallets, I couldn’t do it. I like being able to offer a customer a less expensive solution if it will work just as well. And be able to take just as much time supporting a $5 sale as a $5,000 sale. And I have no qualms when the customer calls for a $15 part and I explain why it won’t work, and sell them a $100 dollar part–the amazing thing is they are usually happy. People can tell the difference between genuinely trying to help them get the right solution, and trying to get an upsale. If I’m thinking about the customer’s best interest they recognize, and respond to that.

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