Maintaining your air of helpfulness decreases a customer's ...

[aabwk4]

Maintaining your air of helpfulness decreases a customer's resistance and establishes a basis for success. Provide some suggestions for dealing with customers who have a complaint or need to exchange an item. What are the implications of having customers not receive a satisfactory remedy to their problems or complaints?
 
  What will be an ideal response?

Question 2

How can companies improve customer service by hosting websites?
 
  What will be an ideal response?

[allisonblackmore]

Answer to Question 1

Here are some suggestions for dealing with customers who have a complaint or need to
exchange an item. Always keep the customer's expectations in mind when you are trying to
resolve the complaint. Be creative, but stay within the limits of your customer-service policies,
when suggesting solutions to the customer's concerns.
Customers who do not receive a satisfactory remedy often will communicate their
dissatisfaction to others using the Internet. This phenomenon is called e-whining. Several
websites exist that list customers' complaints. Other websites send an anonymous e-mail to let
the organization know that someone is dissatisfied with its product or a service. Aim to provide
the best customer service available to avoid this kind of publicity.

Answer to Question 2

A website allows a customer to conduct business with the organization 24 hours per day, 7
days per week. Websites should make it easy for customers to do business. If the customer
finds the website difficult to use, the customer can find another organization's website just a
quick click away.
Here are some common website features:
a) A Frequently Asked Questions (FAQs) section: Clicking on this section takes you to a list of
common questions and the answers to them. This often lets customers solve their problems
without further assistance.
b) A Contact Us section: Clicking on this section takes you to a screen with a preaddressed email. This makes e-mailing the organization easier.
c) An order confirmation function: When you place an order electronically, you will receive an
e-mail confirmation within about 15 minutes. This confirmation assures you that the products
have been purchased. The confirmation also lists the tracking number, which enables you to
follow your shipment as it makes its way to your office.