Quality control begins when an order is placed with a business. A system needs to be in place to effectively manage orders placed through the web. This might include a database. When an order comes through you cannot depend on an email going to one specific person because if that person is sick for the week then you might get backed up on orders and cause irate customers.
An order system needs to be in place so that everyone knows how to use it and can access information when necessary.
You should have a return or an exchange policy. If you have a policy of no returns or people are buying products 'as is', then you are most likely losing trust with the customers. Customers trust a company that will back their products with a guarantee or a promise to replace it if something should go wrong. The return policy should be in place to provide refunds or credit. They might be a pain for your business, and may create a small cost with shipping, but they ultimately create trust with the customers. These customers will rave about your products and keep coming back if they are happy with your services.
The ability to track returns is very important. If you have a product that continuously is returned then maybe you need to look into why this product is repeatedly returned. Without the ability to track which products are being returned, you will not be aware which products are defective or making your customers unhappy. A good quality control system online should include a good system of tracking returns from customers.
A quality control system on the web is different because you really need to address issues regarding quality on a case by case basis. When a customer states there is a defect on a product it is important that you verify. You can trust a customer but you must verify. Be sure you always offer an easy solution to the problem. Keeping the customer happy is important if you want them to return and shop with the online business again. Set appropriate steps in place internally to take care of the customers.
Customers need to come first. The web provides a less personal business because the customers do not see an employee or a face when they are shopping. The best way to remedy problems with customers is to assure them right up front that you are willing to fix any problem or do whatever you can to create a satisfaction.
A quality control system needs to be in place with any business whether it is online or face to face based sales. Establishing quality control begins with the order and return process. Be sure you have an easy tracking method for orders placed, shipped, and returned. Always make the customer feel important and let them know you will do whatever it takes to provide a quality product or give them a refund.
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