Customer Service Tips for Creating Lifelong Customers

[mandy]

powerful customer-service tips:

    * Under-promise and over-deliver. Develop a reputation for reliability; never make a promise that you can't keep. Your word is your bond.
    * Pay attention to the small things. Get in the habit of returning phone calls, e-mails and other correspondence quickly. Follow up, follow up, follow up.
    * Maintain a written record of service. This is especially helpful when clients are reassigned to a new sales rep. Set up a suspense system to track important contact dates such as client review calls and birthdays. Consider sending a personal note or an article of interest every six months.
    * Establish a feedback system to monitor how your customers perceive the quality and quantity of the service you provide. Service is not defined by what you think it is, but rather how your customers perceive its value. When it comes to customer service, perception is reality.

full article: http://ecommercetimes.com/story/U12SDus4...mers.xhtml

[maggie777]

* Establish a feedback system to monitor how your customers perceive the quality and quantity of the service you provide.

I recommend using BizRate's free post-checkout exit survey.

[BellisimaJ.]

I recommend using BizRate's free post-checkout exit survey.

Good idea. Is that what you use, Maggie?  Do you use any type of customer review form on your site?

[sneakymagenta]

[quote author=BellisimaJ. link=topic=6109.msg38883#msg38883 date=1167701633]

I recommend using BizRate's free post-checkout exit survey.

Good idea. Is that what you use, Maggie?  Do you use any type of customer review form on your site?
[/quote]

I use BizRate too.  Buyers are invited to fill out a survey when they finish checkout. Every store gets its own review page on BidRate Shopping Search and Shopzilla

http://www.bizrate.com/ratings_guide/cus...17965.html
http://www.shopzilla.com/6B_-_mid--17965

[maggie777]

[quote author=sneakymagenta link=topic=6109.msg38921#msg38921 date=1167753750]
[quote author=BellisimaJ. link=topic=6109.msg38883#msg38883 date=1167701633]

I recommend using BizRate's free post-checkout exit survey.

Good idea. Is that what you use, Maggie?  Do you use any type of customer review form on your site?
[/quote]

I use BizRate too.  Buyers are invited to fill out a survey when they finish checkout. Every store gets its own review page on BidRate Shopping Search and Shopzilla

http://www.bizrate.com/ratings_guide/cus...17965.html
http://www.shopzilla.com/6B_-_mid--17965
[/quote]

Sneaky answered the question. The invitation to rate the site pops up on the checkout thank you page.

[maggie777]

They explain it better  ;D  http://merchant.shopzilla.com/oa/customer_ratings/

[BellisimaJ.]

Thank you, Maggie and Sneaky.     I think I will take your advice. I also would like to create some sort of a review page on my site, but that  can wait.

[moonMAJiC]

It says to participate you have to add 3 lines of html to your check out page... has anyone done this when using the mals-e shopping cart?

This sounds like a great thing to do, Im just not sure how to do it?

[bargainbloodhound]

We use it on our ZenCarts.  The code goes on the checkout success page that the buyer sees after they've completed checkout...with Mals I think the code would go on the order confirmation/thank you message.

[moonMAJiC]

Thanks much BBH! Sounds like this is worth getting involved in - selling from a site, you don't get the interaction a lot of times from customers like you do on feedback using sites, so this will be neat to see what people really think of me!