Online Customer Service Capa dura - 2011 - 1st Edição

Whether you create an online business from scratch or make online customer outreach a part of your already established business, you are opening your virtual doors to hundreds of millions of potential customers. The possibilities for your business growth may seem limitless. And they can be--but only if you instill in your business the model and mission of customer service that has built successful businesses for centuries.

Through personal experience in building her first online business on eBay, and her contacts with hundreds of businesses around the world, Marsha Collier has learned firsthand that good customer service can launch a small business into the stratosphere--while bad customer service can break the biggest conglomerate. With humor, fascinating research, and sensible advice, The Ultimate Online Customer Service Guide will demonstrate how any business can maximize its local or international customer outreach and even tailor its growth to meet both short-term and long-term goals. Collier explains:

• The choices available for online communication and how to use them to create a customized outreach program
• Methods to integrate healthy customer service habits into your approach--and your employees' approach.
• Ways to zero in on the online forums and communities that are a part of your customers' lives--and become a vital player in those areas
• The implications that good, bad, or indifferent customer service have on your online reputation--and how far that reputation can travel

With fascinating examples of companies that have succeeded or failed in online customer service, as well as case studies of innovative customer outreach strategies, The Ultimate Online Customer Service Guide brings the winning strategies to life that can put any company on the road to greater growth and long-term success.