Great customer service is the backbone of a healthy business. Sure, offering shoppers the products they want is an important part of making your sale. But without a solid customer service plan in place for before, after, and during the transaction, it’s less easy to become a Top Rated Seller, acquire repeat buyers, and enhance the staying power of your business.
Take it from eBay seller and 2017 SHINE Award winner Ciara Brown. When asked to share her top tip for success, she didn’t hesitate.
“Customer service is absolutely number one,” Ciara said. “Always do right by the customer. Even if it means you have to take a loss. Long term, it pays off.”
She reveals one of the most important parts of developing your customer service plan: taking the long view. Many successful entrepreneurs will tell you, “Think in decades, not days.” If you’re mindful of the customer experience now, your efforts can lead to referrals, and a strong reputation that helps you stand out among the ever-increasing competition.
Let’s take a look at three best practices that help you have a better customer service plan, and ultimately, lead to a greater payoff from selling.
That means starting your sale off strong. Or, when a customer needs you, being there to let them know, ‘I hear you, and I want to help you find a solution.’
A great rule of thumb that can help you eliminate potential pain points is to anticipate buyer concerns and consider, what would I want to know? How would I feel if I saw my listing? Is there anything I can do to make it tidier, clearer, or more appealing?
If ecommerce were a perfect, well-oiled machine, we wouldn’t have public checkpoints like ratings and reviews. Problems naturally happen. The good news is, you can significantly improve your relationship with a buyer, and your reputation, but resolving any issues that come to your attention quickly and with the right outlook.
Once you’ve started implementing these customer service best practices, you’ll be on your way to taking your business to the next level and building the foundation that leads to business longevity.
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