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Providing great customer service on eBay is often one of the most
overlooked factors in doing business. Giving excellent customer
service has many benefits for both the seller and the customer.
In this guide we'll take a look at some of these benefits and discuss
what you can do to make sure your customers come back.
Be Friendly!
This is probably the most important part of providing great customer
service and is often unintentionally overlooked. There are lots
of places to be friendly, and each is important.
In your Listings.....
Try to be friendly in your listings. This includes keeping
your terms of service (TOS) as positive and upbeat as possible.
No one wants to read about how you will leave them a negative if they
don't pay right away (even if you will, keep it to yourself). Of
course you want to state your polices, but try to do so as nicely as
possible. For example...
This sounds awful! Threatening your potential customers is never a good thing! Instead of the above, try this instead:
In your Emails....
Sometimes we can come across as rude in an email even when we don't intend to. It is often difficult to portray tone in written communication, so do your best to double check that you sound friendly. Always say thank-you, and try to tell your customers that they are appreciated. It will go a long way!
In your Feedback....
Remember your feedback etiquitte. If you leave postive feedback, make it positive, and try to be specific. If you're thinking about leaving a negative, try to work out the problem with your customer before leaving feedback. Some situations truly deserve negative or neutral feedback, but keep it clean - no name calling, and play fair. The feedback you leave for others reflects back on your image. Most importantly, please leave feedback! Many new buyers need it!
Communicate with your Customers
Good communication is key. Send regular emails to your
customers to let them know what is going on with their purchase.
If a customer sends you payment via money order/check, email them to
let them know you received their payment. Customers also
appreciate being notified when their package is being shipped.
Try to provide a tracking number when possible. Think about it:
it's kinda scary to send money to a person you don't know, and then not
hear from the seller for maybe weeks. Always seek to reassure
your customers - they'll appreciate it!
Also, be prompt in anwering emails and questions. If you are a
serious seller, there is no reason for an email to go longer than a day
unanswered. If a buyer is emailing you about a problem, they will
be much easier to deal with if they receive a response from you in a
day compared to a week.
Make it Personal
I know a lot of people who don't like to shop online because there
is no "personal" attention. You can change that! Customers
appreciate the little things sellers do for them, and that makes repeat
customers! Here are some ideas:
.....Carefully package the item. This could include wrapping
it in tissue paper, double bagging, including ribbon, a bow, etc.
Try to make it pretty!
.....Include a thank-you note (handwritten or typed)
.....Include a coupon for future purchases
.....Give the customer some "extras" based on what was purchased.
If a baby item was purchased, extra diaper coupons might come in
handy. Try not to include "junk" though - if you don't want it,
chances are your customer doesn't either.
.....Include a business card
I'm sure you can think of other ideas that will make your business "personal" to your customer.
I hope this guide was helpful! Please let me know if it wasn't. Thanks!
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