subject: Online Customer Services What's It All About? [print this page] Customer service is becoming more and more of an issue. Especially now, people are holding onto their hard earn cash and need serious convincing before parting with it. Although the saying "you get what you pay for" tends to hold power, this term is being used more loosely than ever. People are now using the internet to conduct their research on a company or product prior to purchase.
For example, if the potential client is requiring a builder, they will research that company and see if there are any derogatory comments made about this company. Also they will want to see examples of the work done in the past. If the company is local, then in some cases they may be able to provide you with a list of previous clients you can call on to further support their claims of being good at what they do and value for money. However, even this avenue of research, especially into local services, is being manipulated.
Small businesses require all the support and especially local support, but alas there is always someone somewhere thinking they can take this fact to their advantage and exploit that avenue. It's all too often I seem to be getting increasing contact from people advising there are derogatory comments made about their company and that they are unable to remove this unless they pay a removal fee. This is totally absurd and unfounded and frankly highly unfair that there currently is no legislation set aside for this type of slander. If you would like to escalate the matter then you may find that you will have to take this to the High Court and then be lumbered with the legal costs, and the only outcome would then be a slapped wrist for the defendant and ordered to remove the comments but at the cost of the plaintiff. Justice?
You decide that one, however it maybe an idea to contact the company you are wanting to use and ask them about these comments, more often than not you will discover that this has been done out of malice, either by a former employee or from a client who did not want to pay for the service in the first one, and tried to pull a fast one!
The other story would be research into products. More and more people are researching the item they wish to buy prior to purchase to see if 1) they can find the item cheaper elsewhere and 2) the quality of the item and reviews. It's not just about the price anymore, genuine people will be happy to pay that little bit extra if they feel they can buy from you online in confidence, for example, does your website have contact details displayed? Is your phone number visible? Do you have a privacy policy and terms and conditions and delivery information readily available? If not then your first port of call should be with the person who developed your site, get this small but important features added to your site and you will see a boost in confident purchasing.
by: Sabina Kucz
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