How to improve your customer service on eBay
Customer service is the backbone of every successful business, whether you have your own ecommerce store or a shop on eBay. When you provide customers with a great experience and deliver exceptional service, they’re far more likely to return and to leave positive feedback when reviewing your store.
Use these tips to improve your customer service on eBay.
Work to Resolve Issues Quickly and Professionally
In today’s digital world, customers expect businesses to respond to their questions and concerns quickly and professionally.
Whether it’s a question about sizing or a complaint about shipping, it’s important to be responsive when customers send messages. At the very least, let them know that you’ve received their message and are working on finding a solution.
It’s easy to put some customer concerns on the backburner because you already have so much on your plate. However, it’s important to put yourself in your customer’s shoes. Consider how the customer may be feeling and what they may be expecting. Sometimes, it’s best to simply issue an apology and a refund.
As a seller, you also have the option of automatically accepting some returns to streamline the resolution process. To do this, you will need to establish your return automation rules.
When interacting with customers, whether in a friendly way or to resolve a dispute, always be polite and professional. No good will come of being angry and rude to customers, and this kind of behavior can tarnish your reputation as a seller.
Make Your Listings as Detailed as Possible
Be mindful of your listing accuracy and details. Make sure that all item descriptions are clear and offer as much information as possible. The best selling items on eBay have detailed listing that provide customers with as much information as possible, such as:
- The item’s measurements
- Any flaws or defects
- When the item was made (if applicable)
- Materials the item is made from
- Where the item was made
Measurements are especially important if you are selling clothing on eBay. Customers want to make sure that whatever they are buying will fit properly.
Remember that each listing allows you to add 12 free photos. Make sure that these are high quality photos that really bring out the details in the items that you’re selling. Listing photos are also a great opportunity to make buyers aware of any flaws or defects the item may have. Make sure that this information is also included in the listing details.
Adding as much information as possible to your listings will also cut down on the number of customer messages you receive.
Implement a Fair Return Policy
Having a fair return policy will attract more customers and encourage them to make a purchase. Buyers are suspicious of sellers that don’t offer return policies.
Show your customers that you stand by your products. Offer a 30-day return policy.
Implementing a 30-day return policy will also help push your listing higher up in the search results. Be sure to include a few stipulations in your policy to protect your business, such as requiring items to be in original condition and the buyer paying for shipping.
Al Davidson founded Strategic Sales & Marketing, Inc. (SSM), where he helps deliver B2B lead generation services and appointment setting solutions for clients around the world. Under Al’s direction SSM has designed and implemented new business development plans for thousands of B2B companies which generated over 7 million new sales leads...