What You Should Do

By Deborah Gage  |  Posted 2003-02-10 Email Print this article Print
 
 
 
 
 
 
 

Web-based holiday sales uncover more bugs than hum. What went wrong when customers went online to buy?

When Serving Customers Online">
What You Should Do When Serving Customers Online

PAY ATTENTION TO DETAILS
Think through any aspect of the service you're providing, from coupons to last-minute shipping, to make sure your systems are ready.

THINK LIKE A SHOPPER
Focus particularly on nontechnical issues—such as training customer-service representatives.

BE READY TO RESPOND
Don't expect to anticipate every possible problem. That's why you need trained customer reps.

KEEP COMMUNICATIONS LINES OPEN
When problems do occur, make sure there's easy access to someone on the phone.

Source: Forrester Research



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Senior Writer
debbie_gage@ziffdavisenterprise.com
Based in Silicon Valley, Debbie was a founding member of Ziff Davis Media's Sm@rt Partner, where she developed investigative projects and wrote a column on start-ups. She has covered the high-tech industry since 1994 and has also worked for Minnesota Public Radio, covering state politics. She has written freelance op-ed pieces on public education for the San Jose Mercury News, and has also won several national awards for her work co-producing a documentary. She has a B.A. from Minnesota State University.

 
 
 
 
 
 

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