TAMPA, Fla. (PRWEB) April 12, 2006
When it comes to success in the online auction business, nothing is more important than customer service, according to Dean Burnetti, president of TWay.com.
Unfortunately, the bigger the online auction provider, the tougher it is to deliver on that customer service promise, Burnetti said today.
“Everybody in this business worries about being able to deliver a high level of customer service to both buyers and sellers,” Burnetti said. “Fortunately for us at TWay, smaller is generally better when it comes to serving customers.”
Burnetti noted that EBay discussed customer service challenges in a recent filing with the U.S. Securities and Exchange Commission. EBay said in its filing that poor customer service could have an impact on its ability to sustain growth.
“Customer complaints or negative publicity about our customer service could diminish use of our services,” EBay said in its filing. “Customer complaints or negative publicity about our customer service could severely diminish consumer confidence in and use of our services.”
EBay went on to say that measures it takes to combat fraud and breaches of privacy and security could damage relations with our customers.
“These measures heighten the need for prompt and accurate customer service to resolve irregularities and disputes,” EBay said. “Effective customer service requires significant personnel expense, and this expense, if not managed properly, could significantly impact our profitability.”
No one is immune from customer service breakdowns, Burnetti said. But he said TWay’s smaller size makes customer service a more manageable goal.
“We enjoy the closeness that we have with our customers, and our manageable size makes it possible to focus on customers and resolve their issues quickly and efficiently,” Burnetti said.
Burnetti said TWay invests its profits in better service and more features, rather than in foreign expansion. Earlier this year, TWay announced a complete overhaul of its website, making it more customer-friendly and offering a number of new features.
ABOUT TWAY.COM: TWay.com moves online buying and selling to the next level with unparalleled flexibility, options and service. It also offers marketing partnership opportunities to savvy entrepreneurs. To learn more, visit the website at http://www.TWay.com.