What You Should DoBy Deborah Gage Print
Web-based holiday sales uncover more bugs than hum. What went wrong when customers went online to buy?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 issuessuch 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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