Whether you are running an online business or an offline one, you need to provide an outstanding customer service to guarantee that your customers will come back again and again. Unfortunately, most of eBay sellers do not count customer service as a big deal. When an auction ends, they deliver the sold items and it is over. Yet, when buyers receive a high quality customer service, they will possibly act in one of two ways and sometimes in both. They will either write you a great feedback or search for more of your auctions in the future. Dealing with eBay as a business and not just an auction is what you should do to guarantee a decent income out of it.
Imagine that you are standing in your store and customers start to walk in. The first thing you are going to do is put a big smile on your face and start doing whatever you can to make their shopping experience at your store both a pleasurable and a satisfactory one. You will even offer them a discount or extra items to guarantee that your store will be the first thing to come across their minds when they go for shopping the next time. That is exactly what you should be doing for your eBay auction customers too.
Once an auction ends, the first thing you need to do is to contact the winners and congratulate them. In your email, do not forget to describe the items that they purchased and how it will be shipped to them, even if they already knew this information when they started bidding. Remind them also of their winning bid amount, explain the different methods of payments, inform them about when the item will be shipped and give them all the instructions that they might need. Think of this email as a real conversation between you and your customers in that imaginary offline store. End your email by thanking them for participating in your auction and you might even take this chance to draw their attention to your other running auctions.
Once the payment and shipping details have been taken care of, contact your buyers again to let them know when the item was shipped - the exact date and time - and when it is expected to arrive to their doorstep. Do not forget to inform your buyers in this email that you are open to any questions or any problems that might happen and that they can contact you through the eBay site. If you said that, then you should honor your word, so whenever they contact you in the future, answer quickly and do your best to make them satisfied with their purchase - even if it means issuing a refund.
Yes!! You should expect to be issuing refunds when you sell on eBay. Naturally, it is reasonable to wait until the buyer returns the item to you, at your expense, before you issue a refund. But once you receive the item, the refund should be issued without delay. Business is Business -you know- and the customer is always right.
Imagine that you are standing in your store and customers start to walk in. The first thing you are going to do is put a big smile on your face and start doing whatever you can to make their shopping experience at your store both a pleasurable and a satisfactory one. You will even offer them a discount or extra items to guarantee that your store will be the first thing to come across their minds when they go for shopping the next time. That is exactly what you should be doing for your eBay auction customers too.
Once an auction ends, the first thing you need to do is to contact the winners and congratulate them. In your email, do not forget to describe the items that they purchased and how it will be shipped to them, even if they already knew this information when they started bidding. Remind them also of their winning bid amount, explain the different methods of payments, inform them about when the item will be shipped and give them all the instructions that they might need. Think of this email as a real conversation between you and your customers in that imaginary offline store. End your email by thanking them for participating in your auction and you might even take this chance to draw their attention to your other running auctions.
Once the payment and shipping details have been taken care of, contact your buyers again to let them know when the item was shipped - the exact date and time - and when it is expected to arrive to their doorstep. Do not forget to inform your buyers in this email that you are open to any questions or any problems that might happen and that they can contact you through the eBay site. If you said that, then you should honor your word, so whenever they contact you in the future, answer quickly and do your best to make them satisfied with their purchase - even if it means issuing a refund.
Yes!! You should expect to be issuing refunds when you sell on eBay. Naturally, it is reasonable to wait until the buyer returns the item to you, at your expense, before you issue a refund. But once you receive the item, the refund should be issued without delay. Business is Business -you know- and the customer is always right.
