Customer Service in eCommerce
Customer Service in eCommerce
I'm going to show you more about customer service. Customer service is very very very very important. Why is it important? A lot of shops out there don't spend that much time for customer service. They do this because running a web store should be easy, quick and just send out products; offer great price, you buy it and you send it and you're done. No it's more than that. As you can see on www.trustpilot.com. This is a company that get us reviews from shops all over the world; people can rate your shop here. Customer service is very very very important; the reason for that is when you get a review like this it doesn't show well. This is a very very big company; a very big company. It's probably the Dutch version of Amazon; they sell everything and they sell it very quickly. So for them a review of 4.1 is not that bad; why? because they're going to sell anyway. But if you're a starting online store reviews are very very important. You want that all your customers are satisfied; that is not an impossible mission. Yes some of us think that you cannot satisfy all of your customers but you can. If they're not happy with a product you sent; offer a good way to send it back OK. So what do I mean by that? If you're saying that for example somebody ordered a product with you and the product was broken or the wasn't the correct product; they sent you can email asking you if they can send it back. What do you do? Well what you should do is answer them politely, answer them quickly, preferably within the first working day and offer them a solution. If they're product is broken offer them to send it back on your cost and you will send back a new one when you get the broken one back. If the wrong product just ask them to send the product back; you will pay for the shipping cost they made and when you receive the product you'll pay the money back no questions ask within the working day.
Don't wait weeks for paying back; don't do that. If you send the product back to a shop you have bought, would you like to have the money back as quickly as possible? Yes you do; it's all about great customer service. Our company in the past had great reviews, we had a 9.8 out of 10. We're one of the highest rated companies in the Netherlands; we won awards for that also. The reason for that was if customers were not happy with us because the product was broken, we sent out a wrong one, they didn't like it or whatever we dealt with them very very correctly and honestly. That's why even when customers send us a product back they were not happy they still left a good review; that is the key of a good business. The rating we had of 9.8 we have shown that on the home page; just by using a widgets which you can place on your homepage and you can show customers. Wow there are a thousand customers out there in the world who have rated MYSHOP; my old business with a 9.8 out of 10. People click on that; they can look at the site and see all the good reviews and think this site I can trust. So it's very likely that if I have a problem or if I want to order something they're going to deal with it correctly. That's why customer service is very important.
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