Tips for Getting Good Customer Service

The electronic product you bought online five minutes ago doesn't work
properly and you're gonna fire away an email letting that *$&$#* company
know just what you think of their stinking service.

Sound familiar? If so, consider this:

Yes, there are dishonest merchants on the web and yes, some merchants
offer dismally poor customer service. Nevertheless, it's a mistake to paint
everybody with the same brush. Many of the merchants that operate online
businesses are legitimate and are interested in turning you into a satisfied
customer. However, in your role of consumer you have to give them a fighting chance.

Before you fire off that email, consider the following;

* Have you provided the merchant with a description of what happened when you
tried to use the product? Saying "It doesn't work" provides so little information
that the merchant has no idea what is happening and cannot advise you. What
exactly did you do? What specifically happened? Did you receive any error messages?
What were they?

* Is there any chance that the problem stems from your own lack of computer skills?
Do you know how to use an online shopping cart, how to download files, how to
work with various file formats or how to install software? While many online merchants
are willing to help you as much as possible, they are not responsible for teaching
you basic computer skills. Moreover, many may be less than patient after being blamed
for a problem that is not of their making.

* Have you given the merchant the information needed to trace your order? If your
email simply reads, "I can't open the file I bought from you," the merchant doesn't
know who you are and what you are talking about. It makes sense to provide your
name as it appeared on the credit card, the name of the product that you bought, the
email address that you used when you made the purchase and the date when the
purchase occurred. The merchant needs this identifying information so he or she can
trace the records.

* If you have not received any information about your order after making the purchase,
check to ensure that you provided your correct email address without typoes. Many
systems are set up to send email information automatically when you make a purchase.
If you used the incorrect email address, this information will not reach you. Other delays
in email delivery can be caused by an assortment of Internet glitches that are beyond the
control of the merchant. Wait for a couple of hours before deciding there is a problem.

* Did you read the system requirements on the web site before making the purchase?
For example, if the web site stipulated that the product runs on Windows 98 and
higher, then the file truly won't work on your iMAC or on Windows 3.x. Or if the web
site says you must have Acrobat Reader installed, then, the file really will not open
on your system until you have downloaded and installed Acrobat Reader.

* If you are asking for a refund, did you send the merchant the receipt or other
information confirming that you actually made the purchase? After all, you
couldn't walk into a store and demand a refund without proof of purchase.
It's no different on the Web.

* Is your message unnecessarily rude, crude and hostile? Keep in mind that
the person at the other end is a human being and does not enjoy being the
recipient of abusive email any more than you do. You increase your chances
of solving the problem if you send a courteous email that explains the problem adequately.

* And here is one last thought to keep in mind. B2B (business - to - business)
transactions account for the highest number of online sales. If you are reading this article, it is likely that you have a business Internet presence. Doesn't it make sense to give the
other merchant the same benefit of the doubt that you hope your customers will give you?