The 50 Best Tips

— Debra Ellis, Wilson & Ellis Consulting, “React When It’s Sent Back,” April, Catalog Success

✱ Spend time on the phone with customers who are online.

Teach customers how to deal with any online order problems, so the (Web) self-service option gains relevance again. Spending that kind of teaching time on the phone can show how much you want to support the relationship and participate together. It’s well worth the labor and phone cost if you successfully complete the transaction instead of having an abandoned online shopping cart.