Responding effectively to online complaints

Andrea Wilson has written a terrific guide to providing great online customer service when a customer complains. She works through ten effective tips, including:

In emails, use “exaggerated courtesy.” Since the person can’t see your expression or hear your tone of voice, your words must do everything for you. Read emails at least three times before hitting the send button.

And this does matter, as Wilson continues:

How does good customer service increase your revenue? Every customer service encounter gives you another chance to:

* improve customer loyalty

* correct problems in your buying cycle

* upsell customers.

Wilson's article is at Small Business Brief, a site that describes itself as "Providing small business resources, informative articles, current news, software directory and the small business ideas forum. Additionally offers a free weekly newsletter that caters to small business owners."

And thanks to SmallBusiness CEO for bringing this article and resource to our attention.

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