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Make Customer Service Your Priority!

Being on so many social networks, I hear alot of talk & complaints about customers who are unreasonable, demanding, lying, scamming....yada yada yada....but sellers....stop and put yourself in the place of the buyer.  Yes, there are scammers and difficult people out there, no doubt about it.  When I worked in Customer Service for a mail order catalog, I was positive that I must have talked to every one of them in the United States and a few overseas!!! :-)  But, really, people are mostly good, and just want to be treated like they matter, that their purchase is important to you and that you want them to be satisfied with their purchase.

Some time ago, I had a customer out of the country, who wanted me to ship a heavy order by UPS Ground (which I have never done) and specify a broker that she wanted to use.  I have never filled out waybills, or done anything like this, not even on in my previous job!!  My first reaction was....what a pain!!  I then looked at it a different way.  I decided that this was a great learning experience! I contacted UPS, and riddled them with questions on how to do this.  In the end, I helped the customer save a bundle on shipping charges, her order arrived in perfect condition and in record time!! I had a very happy customer, and I learned something new while making a nice profit.  I am sure that this customer will shop with me again!!

Whenever I have a customer contact me with a problem with an order, I do one thing before I respond.  I check their feedback.  If a customer has 100% positive feedback, it is most unlikely that they are lying or trying to scam you.  Give them the benefit of the doubt.  If it's a low cost item, and it's damaged, either replace it immediately if you can, or refund immediately.  If it is a more expensive item,  ask them to return it for a refund.  If you have shipped the item by UPS, you can go to their website, and request a call tag (UPS goes to the customer's home and picks up the package from them within 2 - 3 days) or you can send them a prepaid label to make it easier for them to return.  Think about what you would want if the tables were turned.

Trust me, you may end up spending a few dollars...and maybe you will lose your profit from that sale, but in the long run, it will be worth it.  Remember, that customer will still be giving you feedback, and hopefully glowingly positive feedback!!  Future customers will read that feedback, showing that you responded quickly and took care of the problem.  This will build customer confidence in your & your business. 

Who would you rather do business with??  Someone who assumes you are a scammer?  Or someone who treated you like the important customer that you are??  I know which I would choose!



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Reader Comments  (12)

Royal Presence
Royal Presence | February 20th 2012 at 1329778250

That's what it's all about! Good for you!
Victorian Rose Inc
Victorian Rose Inc | February 20th 2012 at 1329786057

~♥~ Well stated ~♥~
The Shabby Boutique
The Shabby Boutique | February 21st 2012 at 1329841056

I know many sellers won't agree with me on this, but Customer Service was my "profession" for over 13 years. I have attended many classes and workshops that dealt with giving the best customer service possible. I have sold well over 3,500 items on ebay, and have had very few "problem" customers. :-) I've found that "your" attitude in your response to a problem, determines how it all plays out.
BeewitchingItems
BeewitchingItems | February 22nd 2012 at 1329939229

I have been in customer service in my job before I retired, it is very important and it is one of the main things that I look at when I shop, very good blog
Donna's Stuff & More
Donna's Stuff & More | February 22nd 2012 at 1329948204

Good customer service should always be at the front of your dealings. With the right attitude on your part, even difficult customers can often be turned into loyal customers!
Chococu
Chococu | March 2nd 2012 at 1330721867

I too have worked in customer service for many years and always tried to see the situation from the customer's point of view.

Many an angry customer became compliant and downright friendly when responded to in an empathetic, concerned, 'take action' kind of way.

Great post and something that many 'brick and mortar' stores as well as us 'online' retailers and anyway who depends upon customers for their living should take note of
 | June 29th 2012 at 1341028176

Very well said! A happy and satisfied customer is very important and people do just want to be treated fairly and with respect. And you have to remember news does travel fast these days with a these wonderful social medias. So treat your customers as you would like to be treated! Happy Selling and Buying!!
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Titan | September 6th 2013 at 1378534953

Hi, today is 9/6/13 Pacific time:

Your Last activity here was on: 7/31/13, 10:01 pm

Will CS (Cust-Svc) play a role for any shoppers planning to buy in your shop if you've not logged in since nearly 6 weeks?

Good customer service should always be at the front of your dealings.
The Shabby Boutique
The Shabby Boutique | September 7th 2013 at 1378562695

Titan, If you had looked, before being a "wise guy", you would have noticed that I closed my store more than a year ago. I have retired. Whether I am here or not, this advice still stands. Obviously, you are a troll.
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Connie at CEOriginals   | September 7th 2013 at 1378580807

Excellent points in your post. I have worked in customer service in the past also and agree with what you say. Word of mouth, especially from an angry customer, is a powerful thing. It is too bad someone didn't teach that to some of the store clerks these days. Also, as Titan proved, it is often a simple misunderstanding from someone who made assumptions without getting the facts. I need to get busy with an online business.
mrsdinkerson
mrsdinkerson | September 8th 2013 at 1378669776

I'm just seeing this blog because Addoway has posted it on the Home Page. I totally agree with the comments that have been made promoting excellent customer service in our online selling venues.
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Danko | September 8th 2013 at 1378697906

I have to agree 100% with comment above me mrsdinkerson becuase "her blog" makes better sense over

http://www.addoway.com/mrsdinkerson/blog/b/How-Do-You-Treat-Important-People

OP, what do you think?

Thanks Danko

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