Managing online business requires different skills and abilities
than managing a business in the ‘real world.’ Customers
can easily detect the size and determine the prestige of a business
when they have the ability to walk in and take a look around. Not
only do ‘real-world’ furnishings and location tell the
customer what level of professionalism to expect, but "real world"
personal encounters allow first impressions to be determined by how
the business approaches its customer service. When a customer walks
into a retail business just about anywhere in the world, that
customer expects prompt and personal service, especially with
regards to questions that they may have about products they wish to
purchase.
Customer service or the client service is the service provided to
the customer for his satisfaction during and after the purchase. It
is necessary to every business organization to understand the
customer needs for value added service. So customer data collection
is essential. For this, a good customer service is important. The
easiest way to lose a client is because of the poor customer
service. The importance of customer service changes by product,
industry and customer. Client service is an important part of every
business organization. Each organization is different in its
attitude towards customer service. Customer service requires a
superior quality service through a careful design and execution of
a series of activities which include people, technology and
processes. Good customer service starts with the design and
communication between the company and the staff.
In some ways, the lack of a physical business location allows the
online business some leeway that their ‘real world’
counterparts do not enjoy. Location is not important, furnishings
are not an issue, and most of the visual first impression is made
through the professional design of the business website.
However, one thing still remains true. Customers will make their
first impressions on the customer service they encounter.
Unfortunately, in online business there is no opportunity for
front- line staff to make a good impression. Every interaction the
customer has with the website will be their primary means of making
their first impression towards the business and its client service.
Good customer service in any online business is a direct result of
good website design and planning.
By Jayashree Pakhare (buzzle.com)