Small Biz Survival

The small town and rural business resource

A row of small town shops

Responding effectively to online complaints

By

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.

About Becky McCray

Becky started Small Biz Survival in 2006 to share rural business and community building stories and ideas with other small town business people. She and her husband have a small cattle ranch and are lifelong entrepreneurs. Becky is an international speaker on small business and rural topics.

Wondering what is and is not allowed in the comments?
Or how to get a nifty photo beside your name?
Check our commenting policy.
Use your real name, not a business name.


Don't see the comment form?
Comments are automatically closed on older posts, but you can send me your comment via this contact form and I'll add it manually for you. Thanks!

Comments

  1. Dammit… I can’t find an email address ANYWHERE on your site. (By the way, this means people other than me can’t reach you without going through the efforts of leaving a comment).

    Could you email me? chris aht chris brogan dot com .

Howdy!

Glad you dropped in to the rural and small town business blog, established in 2006.

We want you to feel at home, so please take our guided tour.

Meet our authors on the About page.

Have something to say? You can give us a holler on the contact form.

If you would like permission to re-use an article you've read here, please make a Reprint Request.

Want to search our past articles? Catch up with the latest stories? Browse through the categories? All the good stuff is on the Front Page.

Partners

We partner with campaigns and organizations that we think best benefit rural small businesses. Logo with "Shop Indie Local" Move Your Money, bank local, invest local Multicolor logo with text that says "Global Entrepreneurship Week" Save Your Town logotype

Best of Small Biz Survival

More of the best of Small Biz Survival

%d bloggers like this: