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Customer Service Checklist


Your informational pages can literally make or break the sale. Your customers are looking for information from you.

Print out this check list and make sure that you address your customers concerns.

These are the questions your customers want answered

Customer Service Checklist
  • Who are you? - Customers want to do business with people they like and trust.
    • Who owns the company?
    • Can I see a picture?
    • How did your business get started?
    • How will your products help me?
    • How can I get in touch with you?


      **Important to have all 3 to increase your conversion rates**


      ~Phone Number
      ~Address -
      ~Email Address -
  • Shipping -
    • How much is shipping?
    • How soon will you process my order?
    • How long will it take for the product to arrive to my front door?
    • Can I get my order faster?
    • What type of shipping options do you provide?
    • How much will it cost to get my order faster?
    • How can I send a gift to my Aunt Sally directly?
    • Can I ship to an address that is not my billing address?
    • Will I be able to track my package?
    • Do you offer International shipping?
    • How much will International shipping cost me?
    • I want to send a gift to my son in Iraq. Do you ship to APO / FPO addresses?
    • Do you ship to Alaska or Hawaii?
  • Guarantee / Refund Policy
    • Do you offer a guarantee?
    • What if I get the product and don't like it?
    • What do I have to do in order to return the product to you?
    • Will I get a refund?
    • How long will it take for me to get a refund?
    • Will you let me know when you get my return and refund my credit card?
  • Privacy / Security
    • How do I know that shopping with you is safe?
    • How do I know that giving my credit card information to you is safe?
    • Will you give my information to other companies?
    • What information do you need from me?
    • Why do you need this information?
    • How do you get my information?
    • What if I need to contact you?
    • I don't want to place my order online, can I call you instead?


  • Placing My Order
    • What happens after I place my order?
    • What forms of payment do you accept?
    • What name will show up on my credit card statement?
    • Can I send you a check or money order?
    • Are you sure your site is safe to put my credit card information on?
    • Do I have to pay sales tax?
    • I would rather call you to place my order, can I do that?
    • I can't figure out what Aunt Sally wants, do you have Gift Certificates?
    • Do you have a newsletter I can sign up for?
    • What if I have a problem with my order?
    • How do I know if a product is available?
    • Are there any warranties?
    • Are there any rebates?
  • Need Inspiration? Check out these customer service pages.
SHOULD YOU CREATE ADDITIONAL INFORMATION PAGES?

 Absolutely! Why limit yourself to Yahoo's 2 pages... About Us and Privacy Policy

Create Multiple Pages

  • Contact Us
  • Shipping
  • Guarantee / Returns
  • FAQ
DO YOU REALLY NEED A TOLL FREE NUMBER?

You will see an immediate increase in conversions when you add a toll free number to your website.

*Tip* A true toll free 800 number will increase your sales. People think that if you have a toll free 800 number (instead of 888 or 866); your company has been around longer.

  • Resources and FAQ
    • Can I still get a true 800 number?
      Yes there are services available that hold these numbers
    • How much will it cost?
      That depends on who you use. Don't forget you will pay per minute charges on the phone calls.
    • What services are available?
      We use www.freedomvoice.com and I have used this service for 9 years and have NEVER had any problems. For as little as $10 a month, you can get a toll free number with virtual extensions. For instance, you can set up departments like sales, order status, etc. You can assign different extensions to go to different phone numbers. If it is Christmas time and you hire a family member for help, you can forward certain extensions to their phone. You also do not need to set up additional phone lines for your home office. The phone will ring and tell you if you have a phone call from customer. You can take the call or send it to voice mail. If your kids answer the phone, your customers will never know.

      www.ringcentral.com is another service available. They have some really great features, but once you start racking up minutes per month... the pricing is higher than Freedom Voice.
    • I work a full time job; I can't answer phone calls during the day.
      That is why I like the services above. You can have the toll free number ring your cell phone during the day. If you are on break or have free time, you can answer the call. Otherwise you can have a voicemail state that you are currently assisting other customers. Please leave a message and you will return their call. You will receive an email alert letting you know there is a new message.
DO YOU REALLY NEED TO SHOW YOUR ADDRESS?


Customers want to make sure you are a real person.

If you do not want to put your personal home address online...UNDERSTOOD!

So this is what I did.

I want to my local UPS Store and purchased a box.

THIS WILL NOT WORK WITH A PO BOX - Customers do NOT want to see a post office box address.

When you purchase a mailbox through UPS Store (or other type of service), you can use their address and instead of putting box number you can use: #135 or Suite 135

Now your UPS Store address looks like this:
2043 South Bend Ave #135
South Bend, In 46637

Your store looks like an address at a strip mall.






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Customer Service Checklist

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