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Articles:
Customer Service : Study: Technology Firms Fare Poorly in Online Customer Service - by Gene J. KoprowskiWeb sites encourage customers to communicate and ask questions, but this should not be done if questions cannot be handled," said Terry Golesworthy, president of the Customer Respect Group. "Some previously stellar performers showed definite signs of volume overload in this report." (Added: 23-Jan-2006 Hits: 783 )
Train Your Web Site Like an Athlete - by Emily Morris
Understanding consumers' behaviors and attitudes while using your site and the sites of your competitors will enable you to understand not only what consumers are doing online, but also why they are doing it. In this way you can determine exactly what content and functionality to provide in order to serve their needs. (Added: 23-Jan-2006 Hits: 579 )
Understand Online Customer Service - by Jennifer LeClaire, Lisa Picozzi
Before developing your online customer service plan, it helps to understand the differences between online and offline customer support, the advantages and disadvantages of an online customer service program, the importance of keeping up with customer expectations, and the elements that every online customer service plan should include. (Added: 3-Feb-2005 Hits: 1029 )
Digitizing The Customer - by Karl Albrecht
The corporate love of technology has created a digital moat--leaving some customers stranded. (Added: 27-Jul-2005 Hits: 363 )
Customer Satisfaction in E-commerce - by Daryl Clark
If you have an e-commerce site, you need to know if your customers are satisfied. Unlike a brick and mortar business, it is very hard to monitor customer satisfaction on the web. If your business is Internet only or if it is a brick and mortar business, customer satisfaction has to be a priority or else your business will fail! If you don't physically see the customer, how can you tell if they are satisfied? (Added: 6-Apr-2006 Hits: 889 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.