Provide Customer Service that Distinguishes you above the Rest

Shopping on the internet is growing every year as the internet becomes more secure and more convenient. A majority of people would much rather shop online because they don't have to deal with the crowds and parking, higher gas prices, and in most cases they can save a lot of money.  

The bottom line is that customers see the value of what’s offered. Nothing costs you customers faster than disconnect between the promises made in your listings and the reality of customer experience with your product or brand. So for long-term success, your product must live up to its listing promise.

When people become your customer, they want to be loyal. Rather than go elsewhere for a similar product or service at a lower price, they’ll stay loyal because of the “intangibles.” So, why do they leave? Most of the time, they leave because of small oversights and lack of attention to good ole customer service.  Failing to properly maintain customer satisfaction extends far beyond the loss of the affected customer. Once they are gone, so too are the people they know – your potential future customers.

Good customer service not only makes your customer want to come back and shop more with you; it also encourages your customer to recommend you to his or her friends. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about you along to others, who may then buy the product or service you offer for themselves and in their turn become repeat customers.

Helpful Hints:

• Always respond to email sent from a potential customer.
  
  
• Send an invoice to winner/buyer
  
  
• Send an email to buyer once payment is received
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• Combine Shipping on multiple purchases
  
  
• Wrap contents of package securely.
  
  
• Provide an invoice in the package. 
  
  
• Add a note card or your business card in the package.  Be sure to express your thanks to the customer.
  
  
• For special occasions add a little gift.  For example: 

• Christmas – wrap the package, add a candy cane, etc.
• Halloween – add a piece of candy, etc.
• Thanksgiving – add a note of Thanks

• Let the buyer know when their package was shipped (email)
  
  
• Follow up with feedback once the transaction is complete.

I always ask my customers if there is anything else I can help them with or help them find on eBay.  I have actually directed several potential customers to other member’s auctions and stores.  If I don’t have access to provide them with the product or service they require, I'd rather direct them to another seller on eBay than to send them off the site.  I only direct them to members whom I trust to provide the same type of service. 

What it really boils down to is the Golden Rule.  Treat others how you want to be treated.