In this episode, I’m talking about Customer Service. Obviously it goes without saying that good customer service is essential but when it comes to eBay, in my experience, good customer service is very rare.
You see, all my clients had successful bricks and mortar selling businesses and all bar none prided themselves on the positive relationships they had built with their customer base. But, something strange seemed to take over them when they would deal with an unhappy customer on eBay.
They would be consumed with an overwhelming belief that the unhappy customer was in fact a scam-artist trying to rip them off.
It always fascinated me. So I figured that my first episode should focus on customer service strategies.
:::EPISODE NOTES:::
In this episode I talk about the importance of developing stock replies to the kind of messages that can ruin your day. As promised, here are the most frequent queries you will have to deal with and my advice on how to structure a stock reply.
Lowball Offers (don’t just decline them or reply with a figure, let the customer know why you have responded with the figure or are having to decline their offer)
For example; “Because of postage and fees and initial cost, this is the lowest I can go, sorry.”
Item Did Not Arrive
Apologise, provide tracking or if no tracking is available, ask them to wait an extra day or two with the promise of a refund if the item does not turn up.
Item Damaged
Apologise. Take responsibility and work with them to find a suitable resolution.
Customer Does Not Want Item
Provided it has not been worn, used or if sealed; opened. Structure your stock reply to ask for them to return it.
Measurements or Particulars That You Do Have Time To Deal With
This is probably my most used template. Let them know that you can’t answer them right now as you are not near the product but you will get back to them with the relevant info ASAP.
Shipping Outside The Global Shipping Program
Just let them know that you do not provide that service.
It is VERY IMPORTANT that your templates are written in such a way that it appears to your customer that you have just written it. It has to feel organic and unique to their problem. No one likes it when they think they have been palmed off to an automated bot.
Thank you for taking the time to listen and hopefully, you found it useful. Feedback would be really appreciated. You can get in touch with me here…
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