Good customer service requires more than just saying ‘thank you’ to your online customers. Here are strategies for providing the best customer service.
Make yourself as accessible as possible. Display your email address and phone number prominently and repeatedly in your shop, and make it clear that questions are welcome. Then respond to inquiries as quickly as possible (within minutes or hours, not within days), especially if they’re received during normal business hours. When you do receive questions, make sure you address each question with a complete and kind answer (even if you believe the question is stupid) and personalize the communication.
Do your best to make each customer feel important and special. When communicating with them one on one, make them feel as if they have your complete and undivided attention.
Fulfill and ship new orders as quickly as possible and always within the time frame that you’ve promised.
Make sure all the content in your shop is written or presented in an upbeat, accurate and professional style that caters to your target audience. All the information you present, especially in your product descriptions, should be accurate and complete.
Anticipate your customers’ questions, concerns and needs, and present easy-to-understand answers and solutions in the Shipping and Shop Policies and/or FAQ section of your shop, as well as in your product listings.
Always maintain a professional demeanour in all communication with your shop’s visitors and customers, especially when the other person is upset and acts irrationally.
Check your work and avoid mistakes. Make sure your products are free of defects and high quality, and that all orders are filled correctly and adhere to the customer’s requests.
Once a customer places an order, stay in touch with them via email, letting them know the status of their order, the shipping details and exactly when they can expect to receive their order.
Make it clear that your customers are important to you, and be grateful for their support. You can easily convey this is in the “About” section of your shop as you tell your story, as well as in your profile. You can also show your appreciation by including a thank-you message when someone places an order and a short, personalized handwritten message within the package when shipping your product(s).
Promote your refund policy, exchange policy, money-back guarantee, shipping policies, warranties and any other important details that your customers need to know. This information should be displayed prominently and clearly. Be willing, however, to make exceptions in your customer’s favour when special circumstances arise. Be understanding and flexible.
Every person who visits your shop will have expectations. It’s important that their overall experience always meet or exceed those expectations, with no exceptions.