If your customer services department is at the same address as your company offices, then you should mention the complete customer service address. Besides your email address and phone number, you should also mention the street address in case somebody needs to send back a product or parts. Please do not forget to mention the times, during which your customer service lines are occupied. It is a particularly good idea to have a short introduction about your customer service representatives, especially if you include their photo. This way the caller gets a picture of the otherwise anonymous voice on the other end of the line. You will see that this can make communication easier. If your customer service representatives are located elsewhere, you should give the person visiting your web site the possibility of finding the address of his nearest customer service centre. The best way to do this is by incorporating a service locator, which will find the nearest customer service centre, based on the user's postcode or, if possible, also with a map. Ideally, the service agent which is found would also be listed in the same way as your own customer service department (see above). You can even include a link to the service agents's web site, if there is one. The end customer might find it useful, if he were to receive a detailed service profile of the service agemts in question. This will help him identify the most suitable one if there is more than one to choose from. You may even like to give your service agents the possibility of a small introduction for potential customers using a small site of their own.

When creating a service locator, we have sen from experience, that it would be a bad idea to completely rely on your existing data. Your service locator should be up to date, at least at the beginning. However, some of your service agents may have changed address in the meantime. You may not have all their email addresses in your address directory. So please contact them beforehand to ask them to verify the data that you have and make amendments if necessary.If you are in the export business or produce goods that may also end up abroad, it is important that you think international with regard to customer service. A multilingual customer service area (at least in English) is extremely important for your foreign customers.It is also important to at least publish online, your warranty conditions. Even if these are already mentioned in your General Terms and Conditions, it is a good idea to also publish the most important paragraphs on your customer service page. In any case, the current BGB information duty regulations (valid in Germany) stipulate that you must now by law publish detailed conditions of warranties online.If you have a call centre for warranty and customer service requests, you might like to provide customers with the option of getting a call back from you. An online ciustomer service form will provide you with the most important information and will thus help you to prepare for the phone call with the customer in question.