Excerpted from “A Basic Recipe for Making Happier Customers” by Shana Champion in eBay for Business; read the full article at http://for-business.ebay.com/basic-recipe-making-happier-customers.
Griff. Customer service. Talk to me.
Sure. I love this topic. My motto is —Make your buyers happy!— I can—t say enough about how important it is. But to keep it short and memorable, I rely on three ingredients:
1. Be –ber Responsive. By this, I mean:
Respond to questions and offers promptly. Within an hour, if possible. For questions, you can also upload auto answers for things that you sell repeatedly.
Get items out the door quickly. Ideally, ship within one business day of receiving payment. This is one of many chances that you have to make a good impression.
2. Nip Problems in the Bud
“A stitch in time saves nine,” “the best defense is a good offense”–_you get the picture. The goal is to prevent problems from occurring in the first place, if you can. Here—s what I recommend on that front:
Make sure your listings are complete and accurate. Include a clear and concise description, accompanied by quality photos. Don—t neglect to disclose flaws.
Package items with care. Invest in the right materials for the job, and even aim to delight your buyers, if you have time. They won—t forget it.
3. Resolve Issues Quickly
Problems arise in the world of online retail. That—s the nature of the beast. However, it—s best to move them to the resolution stage as soon as possible. Here—s my approach:
Stay focused on finding a solution. It doesn’t matter how many items you’ve already sold with no complaints. If one buyer isn’t happy, it—s best to issue an apology, and try to find a solution that works for the both of you. Don’t get emotional; this is business, so take your feelings out of it. Instead, think about how your buyer feels, and ask yourself what a reasonable solution would be if you were the buyer.
Always be polite and friendly. Make sure that your messages are clear and helpful, even if the buyer is suspect.
Like I said, I could go on and on about this topic, but I wanted to keep it brief so that a seller could pin this recipe to their office wall and glance at it when it gets —hot in the kitchen—.