Contact: Public Affairs
WHITE PLAINS, NY – Online holiday sales surpassed all expectations and point
to a major shift in consumer buying power. In order to retain these millions
of new customers and develop consumer loyalty, John Hooks, professor of
computer science at Pace University, recommends that e-businesses emphasize
a basic tenet of business success: customer service. In order to overcome
the impersonal nature of an electronic storefront, Hooks suggests the
· Set up a toll-free number so that customers can call with questions or
· Keep in mind that an on-line retail operation has the potential to
receive orders and inquiries 24 hours a day. Make sure customer service
hours are clearly posted on your website.
· If you know you are experiencing a time lag or if you are out of
inventory for a particular item indicate this to your online customer
via e-mail as soon as possible. Nothing frustrates a buyer more than
the lack of timely information regarding their order.
· Follow up the transaction with an e-mail or phone call thanking
the customer for their business. Buyers will flock to an e-merchant
that possesses an attitude of gratitude!
Pace is a comprehensive, independent University with campuses in New
York City and Westchester County. Nearly 14,000 students are enrolled
in undergraduate, graduate and professional degree programs in the
Dyson College of Arts and Sciences, Lubin School of Business, School
of Computer Science and Information Systems, School of Education,
School of Law, Lienhard School of Nursing and the World Trade