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Responding effectively to online complaints

By Becky McCray

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.

small biz rural entrepreneurship

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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.

www.beckymccray.com
  • Will trendy axe throwing and escape room businesses last? More experience-based retail: the Hat Bar
  • Create customer experiences online like Open the Shop With Me videos, and in person, like Silent Book Club
  • How to let customers know when changing your business hours

May 4, 2006 Filed Under: customer service

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Comments

  1. Chris says

    May 8, 2006 at 8:04 pm

    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 .

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