Doing What’s Right When Things Go Wrong
Despite all your best intentions and efforts, you will have customer service problems to deal with. In a way, that’s not entirely a bad thing. It actually means you’ve attracted enough customers and sales to have some of them present you with problems. Sellers who aren’t selling never have trouble with customers. By sheer percentages alone, you have to expect that some of your transactions will go sour. It’s more important to know what to do when that happens than it is to worry about whether it will happen or not. It will.
This advice comes from a PowerSeller who started his eBay business with nearly 15 years of experience in the offline retail world. He recommends that you keep in mind what happens when you have a problem in a brick-and-mortar store. You are the store manager of your eBay business. You want to be as resourceful as you can in solving your customers’ problems before they escalate into contentious issues that require mediation.
You may get rude and insulting e-mails, and they will seem personal. Keep in mind that they can’t be personal attacks, since your customer doesn’t know you personally. Bite your tongue, cross your fingers to prevent them from typing, step back from the situation, and keep your emotions out of the encounter. Acknowledge the customer’s frustration, and calmly offer to do what you can to make the situation right, but don’t allow this person to drag you into a nasty e-mail exchange. You cannot control what the other person says or does, but what you say and do is within your control.
If you get an e-mail that seems insulting, give your customer the benefit of finding out what the problem is before you decide you’re angry. This could be a person who doesn’t have very good e-mail skills, and he may not have meant to come across negatively. Or, you could be dealing with a newcomer who is overly fearful of eBay trading. She may just need some reassurance, and her fear may make her seem overly defensive.
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Article Source: ArticlesBase.com - Doing What’s Right When Things Go Wrong