Introduction:

Let's face it, customer service is not what it used to be at retail stores today. It is not unusual to see a clerk hightail it away from you as you approach them - lest they actually have to help you. Ebay provides a unique opportunity to provide over-the-top customer service to their buyers leading to many repeat purchases. Hopefully, this guide will give you some tips to help you provide outstanding customer service.

Communication:

• Respond to emails in a friendly and timely manner - not all buyers read everything in the auction and sometimes ask frustrating questions. Regardless of the situation, you should always thank your potential customer for looking and asking the question and answer their question as thoroughly as possible.
• Send out your invoices quickly - For whatever reason, some buyers do not feel comfortable paying for their auctions unless they click that Pay button in the invoice. Help them out and send out the invoice quickly - not after you haven't received payment in 3 days
• Send a packing slip with the package - This gives you the chance to include your seller id, and you can remind your buyer to please leave +++ feedback upon receipt of the package
• Send an email letting the buyer know that the package has shipped - Buyers will appreciate immensely knowing when their package has shipped as they will have an idea of when to expect it
• Reply to all emails even if they don't require a response - Even if your buyer is just letting you kow they received the package, take the time to respond, telling them you hope they enjoy your item. This will just further etch you in their minds. You can also use this opportunity to ask the buyer to add you to their list of favorite sellers (ebay's Help on Favorites)

Feedback:

This could really fall under the category of communication, but I really felt it was important enough to mention separately. Give feedback in a timely fashion - it is very important to many people on ebay. Don't use feedback as a hostage negotiating tool. You should never, never tell your buyer that you only leave feedback when you receive feedback. That is not fair to say and many buyers do not appreciate it. It is fine to wait to leave feedback, but you don't have to verbalize it. If you do wait to leave feedback, try to leave feedback quickly after you receive it.

Shipping

• Charge fair prices - yes, you have to recoup your costs, but don't try to make an additional profit on your item through your shipping charges. Ebay doesn't appreciate it either: Excessive Shipping Charges Policy
• Offer shipping discounts - offering a discount is a great way to have repeat customers. I usually ask buyers to email me to ask what the discount will be because the things I sell weigh very different amounts. If you sell the same types of things over and over again, you could offer a flat rate discount (1/2 off shipping for the second item won or $2 shipping for additional items won)
• Offer multiple shipping methods - buyers will appreciate having multiple shipping methods to choose from. This gives them flexibility with regards to time of delivery and cost.
• Ship quickly or be upfront about shipping times - if you don't ship quickly (only one or two times as week), be upfront about that in your auction. It will leave less opportunities for unpleasant surprises.
• Use clean, appropriate shipping materials - the package your items arrive in are the first physical impression your buyer has of you. Make a good impression. It is worthwhile.

Wrapping Up

Most of what I have written in this guide is common sense, but as an ebay seller, I know I sometimes need to be reminded of these things. If you have any comments regarding this guide, please click here: Comments Welcome and Encouraged