面试官问你为什么选择做客服
On the Web, news travels fast — and a good customer testimonial is worth its weight in gold! If a client feels they’ve been mistreated by a business, word will get out more quickly than if they’d had a good experience. Today, companies pull out all stops in a bid to woo their clients, but the driving force behind a good testimonial is in the customer care the user has enjoyed.
在网络上，新闻传播很快-良好的客户评价值得称赞！ 如果客户觉得自己被一家企业所虐待，那么比起拥有良好经验的客户，言语就会更快地传出去。 如今，公司竭尽全力以吸引客户，但良好的评价背后的推动力在于用户所享受的客户服务。
Customer care includes tech support, billing inquiries, shipping statuses to good old-fashioned feedback methods. Web users, especially those who pay money for a service online, often require tech support, and they want it fast. Customers who order products need to be able to track their goodies as they progress along the delivery route, and some just like to provide feedback to the company or service from which they made their ordered. Customer care can literally make or break your business’s online endeavors.
客户服务包括技术支持，账单查询，运输状态到良好的老式反馈方法。 Web用户，特别是那些为在线服务付费的用户，经常需要技术支持，并且他们希望快速获得技术支持。 订购产品的客户需要能够跟踪他们沿着交货路线的进度，并且有些客户希望向订购产品的公司或服务提供反馈。 客户服务从字面上看可以成败您的企业的在线业务。
Amazon.com allow customers to search for the type of help they need.
Amazon.com允许客户搜索所需的帮助类型。
Take a careful look around the Internet and be cognizant of businesses that emphasize customer service as a major selling point. Providing after-sales support not only helps the customer, it creates good and often lucrative relationships with customers.
仔细浏览Internet，并认识到强调客户服务是主要卖点的企业。 提供售后支持不仅对客户有帮助，而且可以与客户建立良好且通常有利可图的关系。
The type of customer care your Website must deliver depends entirely on the product or service you sell. It can be as simple as a "no questions asked money-back guarantee" for all products, or providing quick and effective email tech support, or a courteous 1-800 representative to answer customer questions; whatever customer care you offer, make special note on your Website of how your company succeeds in the after-sale relationship. As you’ve probably experienced on email discussion lists, your reputation will follow you to other potential customers and clients.
您的网站必须提供的客户服务类型完全取决于您出售的产品或服务。 它可以很简单，例如为所有产品提供“毫无疑问的退款保证”，或者提供快速有效的电子邮件技术支持，或者有礼貌的1-800代表回答客户的问题； 无论您提供什么客户服务，请在您的网站上特别注明贵公司如何在售后关系方面取得成功。 正如您可能在电子邮件讨论列表上所经历的那样，您的声誉将使您跟随其他潜在客户。
客户服务类型 (Types of Customer Care )
We’ve looked at the importance of providing customer care to each and every visitor, now let’s take a look at what exactly you can provide. The world of customer care is endless and a creative imagination is great, but a few basic methods of customer care should always be provided.
我们已经研究了为每位访客提供客户服务的重要性，现在让我们来看看您可以提供什么。 客户服务的世界是无限的，创造性的想象力是很大的，但是应始终提供一些基本的客户服务方法。
Website Instructions
网站说明
Customer care is not only intended for after-sales relationships. Give your potential customer specific and direct instructions on how to use your Website.
客户服务不仅针对售后服务关系。 给您的潜在客户特定且直接的有关如何使用您的网站的说明。
Show them how to add items to their shopping cart, how to place an order and how to browse your products. Then show them how to go to the checkout, and the tasks involved in purchasing. For example, what credit cards do you accept? Shipping methods? Shipping company? Also explain to customers how they can track their packages after shipment.
向他们展示如何向购物车中添加商品，如何下订单以及如何浏览产品。 然后向他们展示如何去结帐，以及购买中涉及的任务。 例如，您接受什么信用卡？ 运送方式？ 航运公司？ 还向客户解释如何在发货后跟踪包裹。
If your Website doesn’t provide an actual product, show your customers how to use your service. If you provide service demos, tell clients how to use them, and where to locate them. Give them a place to report script errors and other Website or support issues. Give them every opportunity, and all the instructions they need to contact you.
如果您的网站未提供实际产品，请向您的客户展示如何使用您的服务。 如果您提供服务演示，请告诉客户如何使用它们以及在哪里找到它们。 给他们一个报告脚本错误和其他网站或支持问题的地方。 给他们每一个机会，以及他们与您联系所需的所有说明。
Frequently Asked Questions
经常问的问题
FAQ pages are both easy to design and extremely effective in answering customer questions quickly. With new sites, the Web developer should come up with a set of questions he or she expects the user will have. After some time, and when other queries are raised through email or on the phone, they should be added to the FAQ page. If the number of questions becomes large, consider creating a search utility for them.
常见问题解答页面不仅易于设计，而且在快速回答客户问题方面非常有效。 对于新站点，Web开发人员应该提出他或她希望用户会遇到的一系列问题。 一段时间后，以及通过电子邮件或电话提出其他查询时，应将其添加到“常见问题”页面。 如果问题数量很大，请考虑为其创建搜索实用程序。
Discussion Boards
讨论区
Discussion boards are wonderful — they can save tech support a lot of work! Because these boards are public, any customer of your company can answer the questions other customers might have, which frees up you and your employees to perform other work. Many Web hosting companies have implemented such a system, and have since found it useful for other purposes, for example: to post announcements regarding their service.
讨论区很棒–它们可以节省技术支持的大量工作！ 由于这些委员会是公开的，因此公司的任何客户都可以回答其他客户可能遇到的问题，这使您和您的员工得以腾出时间来执行其他工作。 许多Web托管公司已经实现了这样的系统，并且从那以后发现该系统可用于其他目的，例如：发布有关其服务的公告。
eMail Support
电子邮件支持
eMail support is cheap, takes little resources and is extremely effective. When utilizing email support, however, special attention needs to be placed on turn-around time, that is, the amount of time for an answer to be provided for the customer’s email. If you have a team of support technicians working across a range of areas, provide your users with the different email addresses, and guide them through the quickest route to the appropriate support representative.
电子邮件支持很便宜，几乎不需要资源，并且非常有效。 但是，在利用电子邮件支持时，需要特别注意周转时间，即为客户的电子邮件提供答案的时间。 如果您有一个支持技术人员的团队，他们在各个领域工作，请为您的用户提供不同的电子邮件地址，并引导他们以最快的方式找到合适的支持代表。
Telephone Support
电话支持
If your business is large enough, and generates sufficient revenue, you might also consider telephone support through a 1-800 number. The very mention of a 1-800 number generates a degree of credibility around your business, and lets the customer know you are available toll-free.
如果您的企业规模足够大并且产生了足够的收入，则您也可以考虑通过1-800号码获得电话支持。 只需提及1-800号号码，即可在您的企业中赢得一定程度的信誉，并让客户知道您可以免费使用。
Product Tracking
产品追踪
If you sell physical products, providing the customer with a way to track their order should be a given. After the package has shipped, provide the customer a tracking number and a link to the shipping company’s tracking system.
如果您销售实物产品，则应该给客户提供一种跟踪其订单的方法。 包装寄出后，向客户提供跟踪号和到运输公司跟踪系统的链接。
Borders allows inventory searches for books, movies and music, along with real precise instructions.
Borders允许对书籍，电影和音乐进行库存搜索，并提供准确的指示。
The types of customer care mentioned here are only a snapshot of what is possible on the Internet. Remember why you have a Website in the first place — to further your company’s products and services, and provide easy and cost effective customer interaction.
这里提到的客户服务类型只是Internet上可能发生的情况的快照。 请记住，为什么首先要有一个网站-才能促进公司产品和服务的发展，并提供方便且具有成本效益的客户互动。
Customers are in search of the exact same thing, especially when money is involved. If the customer is not satisfied that reliable after-sales support efforts are in place, they simply will not whip out the plastic.
客户正在寻找完全相同的东西，尤其是涉及金钱的时候。 如果客户对可靠的售后支持工作不满意感到不满意，他们将根本不会淘汰这种塑料。
裸机必备 (The Bare Essentials)
Email support is the most popular, and possibly the most effective type of customer care available. With just a little time searching script repositories, you can find much help in implementing a system to organize and manage all support requests. Aside from programming a support ticket system yourself, you can download and implement pre-made scripts from script databases. A few are:
电子邮件支持是最流行的，并且可能是最有效的客户服务类型。 只需花费很少的时间搜索脚本存储库，就可以在实现用于组织和管理所有支持请求的系统方面找到很多帮助。 除了自己编程支持票证系统外，您还可以从脚本数据库下载并实现预制脚本。 一些是：
Download a few of them, test them out and decide what script, if any, works best for you. Of course, no script is required, as an email address can work fine, but some scripts help to organize and manage support requests in high volume environments.
下载其中一些脚本，进行测试，然后确定最适合您的脚本(如果有)。 当然，不需要脚本，因为电子邮件地址可以正常工作，但是某些脚本有助于组织和管理大批量环境中的支持请求。
底线 (The Bottom Line)
Customer care really boils down to the bottom line: revenue. Satisfying and helping the customer before and after the sale will attract new customers to your Website, and keep them coming back for more. Give the customer what they want, and they will return the favour!
客户服务真正可以归结为底线：收入。 售前和售后的满意和帮助客户将吸引新客户访问您的网站，并吸引他们再次获得更多。 给客户他们想要的东西，他们将回报您的青睐！
翻译自: https://www.sitepoint.com/online-customer-care-options/
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