[tag]eBay[/tag] [tag]Customer Service[/tag] vs. Your Customer Service - a thought...
There are far more [tag]complaints [/tag]than compliments for eBay Customer Service. People are upset that they don't have a [tag]phone number[/tag], address, support person, etc. and they talk about it - a lot. Especially the phone number part.
As an eBay seller and [tag]small business[/tag] owner, do you provide the level of customer service that you expect from eBay? or any company for that matter? Do you offer your phone number to all of your customers so they may reach you when they have a problem? Have you installed the Skype buttons in your listings to give your customers or potential customers unfettered access to you when they have a question?
Customer service actually begins during the listing creation. Anticipating questions and providing clear information is a way of actually getting a customer. A solid return policy is another element of customer service. If a problem arises from one of your transactions, do you make customers jump through hoops to get it resolved? You should have a very clear [tag]Return Policy[/tag] on each one of your listings. If your policy is that you won't take returns, then that is your Return Policy. Letting buyers know up front will at least minimize problems. A sample return policy might be:
I will accept returns for any reason for seven days after delivery. Refund will include the full purchase price and original shipping cost and will be given upon return of the item. Buyer is responsible for return shipping. Thanks for your business!
That is pretty fair. If the buyer knows that policy up front, they feel like they've been treated fairly if anything goes wrong. Notice there is no harsh language or implied threats of negative feedback. There is also no paranoid details indicating the seller is deathly afraid of losing a nickel if the transaction goes south.
Seven Tips to make your customer service shine:
- Offer a way for the customer to contact you, besides email. [tag]Skype [/tag]is a great way to do this.
- Communicate with a friendly, professional tone. No snide, accusatory, or sarcastic remarks.
- Offer a fair, solid Return Policy. Think it through, keep it professional
- Respond promptly to questions or concerns.
- Offer tracking information to your customers. Put their minds at ease.
- Be proactive in communication. Let customers know of delays, or problems before they have to ask.
- Put yourself in the customer's shoes. With lots of talk about scams and rip-offs - people get a bit jumpy if communication is lacking.
What do you expect? Usually it's the small considerations that make the biggest impact. Do those small things, and keep buyers coming back for more.
Do you have any customer service tips or nightmares? Please leave your comments below.
[tag]eBay's Phone Number[/tag]
For those needing it, you may reach eBay by phone at: 1-800-eBay-com (or 1-800-322-9266)
Email eBay Customer Support here.
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