The Importance of Customer Service in E-commerce At least 28% of online shoppers abandon a purchase before completing it (Greenfield Online, 2000). Some consumers abandon purchases because they perceive it as riskier to shop online than shopping in stores or over the telephone where consumers can obtain direct and immediate information to offset the risk of the item not meeting their expectations (Greenfield Online, 2000). Other consumers find the checkout process confusing, and others abandon their purchases because they cannot speak with a customer service representative (Wasserman, 2001; White, 2000; LivePerson, 2000). These factors -- purchase risk, confusion, and lack of contact -- appear to be the primary, but not the only reasons for purchase abandonment. Poor interface design (Lohse and Spiller, 1998; Nielsen, 2000), privacy and security (Culnan and Armstrong, 1999; Hoffman, Novak and Peralta, 1999), search attributes and pricing (Brynjolfsoon and Smith, 1999), and emotional trade-offs of not shopping in a store (Luce, Payne, and Bettman, 1999) also have been documented. Some of these primary and secondary factors may be mitigated with more effective online customer service interactions to improve contact and reduce risk factors. Others, such as poor interface design, may not. However, purchase risk factors such as perceived quality (Brucks, Zeithaml, and Naylor, 2000; Lal and Sarvary, 1997) and related purchase selection problems (Bauer, 1960, Levitt, 1986; Chaudhuri, 2000) are factors that may be directly addressed with customer service chat interaction. It appears that organizations are moving toward customer service chat as a low-cost mechanism to reduce online shopping risk (Wasserman, 2001; Hollman, 2000). Estimates for implementation of this software in call centers range from 27% to 45% within the next one to three years (Hulme, 2000; Vaczek, 2000). |
"The customer is always right" is a famous business slogan. The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers, keeping loyal customers, and developing referrals for future customers
Important of Customer Service:
Customer service is important because customer service does more than simply provide a means….
Customer service |
An introduction on how to provide superior customer service skills. |
An informational essay on how to provide superior customer service using these seven skills: The right attitude, Understanding the customer’s needs, Clear communication, Dealing with difficult customers, Business telephone etiquette, Customer service and technology, and Serving diverse populations. The essay provided also uses examples of these situations and may include….
for using customer service policies.
Current Customer Service policy of Café Fusion:
1.2 Evaluation of CSP and how this affects staff training.
2.1 Communication Methods for CS.
2.2 Customer perception and the influence of Customer service provision.
1 Reasons for using customer service policies.
Customer service is the provision of service to customers throughout the course of each customer interaction….
Customer Service at Datatronics
Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective….
Customer Service Questionnaire (step 5 of 6)
Screening Questions |
This questionnaire has been designed to help us to understand whether the role of customer assistant is right for you, as well as help you to understand more about what it might be like to work for Tesco. Based on actual experiences of Tesco customer assistants, each question describes a situation that you might find yourself in while at work. You should imagine yourself as a customer assistant in each situation….
Customer Service Assignment
FETAC LEVEL 5
Customer Service Collection of Work
Consumer Legislation Assignment (20%)
1. Identify the key elements of consumer legislation associated with your industry.
2. Identify the functions of associated regulatory organisations.
3. Explain the applicable standard/rating systems.
I declare that this work is my own.
What Is Customer Service?
Customer service has been defined in many ways. The challenge is that appropriate service
means different things to different people. It is often easier for customers to identify inappropriate
service, than to define what they should experience.
Some Common Definitions of Customer Service
“Customer service is a commitment of all employees in a company to make being
a customer a completely positive experience one that everyone customer will want
to experience time….
1. How else can Nordstrom continues to provide exceptional customer service and increase brand loyalty?
Many retail stores strive to deliver great customer services to its consumer. No other store has been known recognized for it’s above and beyond services like Nordstrom. Nordstrom is the epitome of what customer services should be and has been for many years. Their customer services acknowledgements and supreme employee benefit incentives has landed them on the Fortune Magazine list of 100….
Diversity, Customer Behavior, Customer Loyalty, and Exceptional Service:
I have learned that customer comments, good or bad should always be taken into consideration, addressed and handled appropriately. Comments can provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The success of a company relies on the customer.
Relationship Building and Solving Customer Problems:
Satisfied customers will remain….