If there is anything that you will encounter while selling on eBay, it will be unhappy or confused customers. No matter how great of a product and service you offer, there will always be someone who has a question or complaint about your transaction. It is for these people that require the greatest care, because if you say the wrong thing, you could be left with a NASTY negative feedback. But if you say the right things that helps your cusomter, you could be blessed with a fantastic feedback comment that will inspire trust from curious shoppers! This guide is written so that you can learn to deal with the customers that have these issues, so that they will leave happy after speaking with you, and leave you positive feedback of your dreams!
1) The number one rule is no matter how rude, immature, and mean a person is, you need to speak with them politely! Treat every single customer with respect regardless of how they treat you, and they will appreciate you for it. It takes guts to talk back to a customer, but it takes a gentlemen or lady to speak back without taking offense. You would be surprised how quickly their tonality changes when they see you do not get upset one bit!
2) Be clear! One thing you want to do in the e-mail is tell them EVERYTHING in that e-mail, this way there is no need for them to e-mail again with more questions. For example, if a customer is wondering why it's been 2 weeks and they haven't received their product, you want to tell them all the details you have. Tell them when you received their payment, if it was a check when it cleared, and when you shipped their item. If it was only a few days prior to that e-mail that you shipped it, tell them to give it a 3-5 more days, and if doesn't arrive, it might have been lost in the mail and to contact you again then.
Now the customer is happy because you have given them the info they asked for, and answered other questions that may have come up!
3) Communication is key! One thing that you want to make sure is that you let the buyer know (especially a very upset one), is that you are going to do your best to help them. In order for you to do that, they need to be able to tell you exactly what their issue is so that you can understand the situation. Then you will better be able to serve them and resolve the problem. THANK them for their patience, and let them know that you truly care about their situation, and they will be a lot happier to work with you.
If you follow these three simple steps, all of the borderline transactions you have will now turn into glowing endorsements of your customer service! I've had quite a few transactions that started out looking terrible, and turned into some incredibly positive feedbacks as a result of these rules that I followed. Try it, and watch this magic come to life!
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