E-commerce: Provide Positive Online Customer Service

As a cataloger, you’re used to fielding customers’ questions when they call your contact center, but how do you address the growing number of customers who make their purchases online? Bryan and Jeffrey Eisenberg, authors of “Call to Action: Secret Formulas to Improve Online Results” (Wizard Academy Press, 2005. $25.95), say there are four basic rules to follow in providing great online customer service.