--- Oh, that was funny? ---

Do not express sarcasm or any verbiage that requires an associated physical component of body language. It is just as difficult over phone as it is in e-mail to express emotion and humor in a way that recipient understands basic meaning. In many cases, comments can be misinterpreted thus losing a client. Maintain professionalism on phone and, eventually, as you and client get to know each other, careful humor becomes acceptable.

--- Dress for Moment ---

The next point is to "dress for success". Believe it or not, even if you work at home, there is a mental edge that you have when you dress to impress your client. You voice will carry confidence and self-respect over phone lines just as quickly as your appearance in a face-to-face meeting.

--- What's next? ---

Learn how to conduct yourself in a professional business manner over telephone and learn how to deal with different types of clients with whom you'll be speaking. Never do all talking and allow customer time to explain what they want or need and then find a way to fill that need in hopes of securing an order. The old "hard sell" doesn't work anymore, but if you provide something that people want, in a way that they want it, you will have a loyal client!

Is this what customer service on web is coming to? What ever happened to (the customer is always right?)

I realize that web sites that are doing very well are very busy handling a lot of daily chores, however customer service needs to be at very top of their list if they want to continue to be very busy.

I know some sites still have excellent customer service, three of those are, Host4Profit, Graham Hamer of Profit-Plan and Terry Dean NetBreak Throughs. I have received excellent customer service at these web sites.

Now I know there are a lot more with excellent customer service, but I also know that an awful lot of top sites are failing miserably.

Customer support is one thing that will make or break a great web site with great products faster than you can say scat.