Ecommerce Customer Service Tips from Amazon

[mandy]

While customer service for internet shoppers is, in principle, much the same as for face-to-face customer service, there are a few important differences.  First, customers can’t see your face, and if you’re corresponding by e-mail, they can’t hear your voice either.  Before you start calling me Captain Obvious, understand why this is important.  On a conscious level, your customers understand that they’re dealing with other humans at the other end of their order, but psychologically, it’s very easy for them (and you!) to start thinking of the other party as a robot without feelings or a conscience.  Your challenge is to show them a real person is handling their oh-so-important order, and to always treat them the way you’d want your family treated at the little hardware store down the block.  The best way to show this is through your customer service practices...

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