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Customer Care Checklist
Rick Henkin
How do we translate our ideas of great customer service to our websites, where we probably have very little personal interaction with our visitors? It's simple. We look at our websites from our visitor's perspective. What are their worries, their anxieties? At what point along the conversion path do these concerns present themselves?We need to anticipate and answer as many of these questions in
advance as possible. Customer Care Checklist ___ Are you reliable? ___ Is your website easy to use? ___ Are there any hidden costs? ___ Do you have multiple methods of payment? ___ Are my transactions secure? ___ Can I contact you? ___ Is your phone number and address on your website? ___ How quickly will you respond to my inquiries? ___ What are your refund policies? ___ Do you offer any guarantees? ___ What are your shipping policies? ___ Can I track my shipment? ___ What do other customers think of you? ___ Can I purchase without registering first? ___ Have you given me enough information to make a decision? ___ Are your product descriptions accurate and detailed? ___ Will you immediately confirm my order? ___ Will you let me know when it has shipped? ___ Is there an FAQ page that will answer most of my questions? ___ Do you have an "About Us" page? ___ Is there a picture of you, so I know I'm dealing with a real person? ___ Have you anticipated and answered all of my questions and concerns? Please post in the forum or email us with additional questions you feel should be added to the list. ARTICLE DATE: 2008-11-26 REVISED DATE: Share this Article as a Tweet on Twitter
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