Customer service is an integral part of any business. It is especially important to an online business. Since customers do not get to meet you face to face, the online business must project friendliness, honesty, and a willingness to help the customer.
Friendliness
Projecting friendliness with online customers is not an easy task. Perhaps thinking as a customer would help.
Honesty
Of course your business is honest. Honestly also means if you made a mistake own up to it. If you shipped the wrong item, say so and rectify the situation immediately.
Willingness to help
The basic how can I help you just doesn't cut if for an online business. For instance, a customer emails you and states I really want the personalized pink fishing hat; but, my order won't go through the payment system. You can respond just try again. Or, you can take it one step further. Email or call the customer, show empathy, and offer one or two solutions to the problem.
Remember the customer service golden rule. Treat each customer as you want to be treated.
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