Aug Category: Business, Featured, Marketing Comments:
As an online shopping aficionado, I consider myself well versed in all that is email customer service. I know how to contact a company, what details to include, and how to receive shipping refunds when a package is more than a few days late. In the same sense, because there are so many companies that have it together (Amazon, iTunes, etc.), I’m equally appalled by those who, well, don’t. Rude emails, late responses, and no option of a survey are all signs of amateur sites … and I’m willing to bet their sales are a clear reflection.
Who wants to buy from a company who belittles, ignores, or just simply tells you you’re wrong? Not this online shopper, especially when the same items can be found on hundreds of other sites. When competition has never been higher, customer service is one of the few details that helps put you over the edge.
Automated Responses Behaving Badly
Whether or not it’s true, the-customer-is-always-right mantra is a good rule of thumb. Even when said customers are clearly wrong, type gingerly and offer positive suggestions. It is not customer service’s job to assign levels of stupidity, only to help fix the issue so future shopping can commence. Oftentimes, however, the former is the case.