Tag: Service ambition

Chapter 1: The three principles of great customer service

Setting Your Customer Service Ambition

Setting Ambition

As an online store owner, you are first and foremost in “business-business,” not customer service business. So you need to balance your ambition, capabilities, costs, and outcomes very carefully.

The stats that claim customer service is the ultimate cure for almost everything which ails a business won’t help you develop a balance in your business. When did you last see a stat showing the costs of delivering the ultimate service experience? Not too recently we bet.

Read more
Chapter 2: How to develop a customer service manifesto

Create A Manifesto To Set Customer Expectations

Regardless of how today’s online shopper arrives at your web store — whether by advertisement, referral, or word of mouth — they take a moment to size you up. They’re wondering, “Who are these people? Can I trust them? Should I buy from them?”

In making their determination, one of the first places potential customers check out is your About Us page. No doubt, you have your text in place — probably a short story about your beginnings, people, products, brand, and/or philosophy. And that’s a good start.

Read more
Chapter 5: The conversation roadmap

The Roadmap To Great Conversation

The Human Conversation

You should aim to deliver fast, effective support consistently, across every channel.

In this section of our guide you’ll find a roadmap to managing and deploying great support conversations for your web store. With this roadmap, you’ll improve customer satisfaction and loyalty and lower support costs too — no matter which stage of business you are in.

Nine times out of 10 your channel strategy will revolve around e-mail, phone, and live chat — your customer’s preferred channels.

Read more