Customer service is the backbone of all successful businesses, this is an undeniable fact. Good customer service begets loyal customers who give positive reviews that in turn get you a lot of new customers. In dropshipping, the role of customer service cannot be overestimated. These customers identify with you, and not the supplier. Therefore even after delivery the drop shipper must still stay in contact the client.
Keeping your customers happy, willing to make a repurchase and invite others to your store should be your goal. High traffic is very essential for a successful dropshipping platform, this is a great way to gather and keep customers. Here are 10 customer service best practices for your dropshipping business.
Make Your Staff and Employees Your First Customer
When your customer service team and general staff are happy, they transfer these vibes to the customers and vice versa. This applies to dropshipping companies that have a customer service team. Train your staff especially your customer service team. Even If you are the sole customer service provider Endeavour to acquire exceptional customer service skills also. Be sure to Set customer service expectations for your customer service team.
Have Full Knowledge of the Fulfilment Process
A customer places an order then you tell your supplier who then ships the item to your customer, so you just sit back and relax? If you seek success the answer is NO. First, you must know your products inside out. Imagine what the outcome would be when an already frustrated client asks about a delayed order or returns and you are blank?
You won’t just be losing a customer potential referrals would be cut off as well as a negative feedback that mars your brand’s reputation. Save yourself all this stress and follow up with the fulfilment process from the supplier.
Yes, the supplier messed up, but the customer knows only you. Never shift the blame always take responsibility. Let your customer be assured you are in control of the situation. Your customer doesn’t know you are not the one fulfilling the orders, keep it that way. Try pacifying the customer while you work with the supplier to find solutions in case of delayed shipping or the return shipment.
Provide Swift Response to Customer Inquiries and Complaints
This is very essential in customer service. Address them by their name when responding. It keeps your already irritated customer a little calm, and potential customers are encouraged knowing you are readily available. You don’t want your customers waiting hours or days to get a response be it an enquiry or complaint. An “I am looking into the issue and would get back to you soon” does you a lot of good. Since a third party is involved swift responses ensures you save time by working on the problems as soon as possible with your supplier.
Follow Up On Feedbacks and After-Sales
Make your customers feel valued by contacting them after they give their feedbacks. Reply to their feedbacks and review. A thank you message after sales carries a lot of weight also. Don’t wait for issues to arise before taking action. These gestures make customers feel important and make them loyal.
Listen and Empathize With Your Client to Find Solutions
Listen to your customer, read and understand the context of their text perfectly before responding. Put yourselves in their shoes, empathizing with your customers is great but go one step further to find solutions. An ordinary apology and empathy are passive steps, advocacy one the other hand is taking actions and measures to calm an irate customer down.
Respond With Respect and Positivity
Its inevitable nerves get stepped on when dealing with frustrated customers, never let your emotions get the better of you. You are also frustrated by the situation when your supplier messes up. It’s important to not let your emotions overtake your desire to make a customer happy. For all the negativity you get always stay positive and let that show in your response. Address your customers with respect. All these turn furious buyers into faithful loyal customers.
Encourage Crystal Clear Communication
They should know this or that should be debunked. Leave no room for sentences or phrases that may seem offensive or sound uncaring from your path. Let your communication be clear and simple but professional. Avoid unrealistic expectations. Don’t over market a product or your services to something it’s not.
Handle Customer Returns Effectively
Effectively create a standard on customer returns. Work with your suppliers’ return policies to create your terms and conditions on returns. Make sure you can deliver at the time promised. Do not make promises vaguely, pay from your pocket if that is what it takes to not fail on your promise.
Answers to commonly asked questions should be found on your e-commerce website. Some questions are repeatedly asked frequently, collate these types of questions and provide adequate answers. Create a frequently asked questions (FAQ) page, let it be easily accessible. This help saves valuable time.
Since dropshipping involves a third-party, customer service is very essential. These best practices help you in getting loyal customers and make their experience worthwhile. Positive reviews help build a strong customer base, your dropshipping store needs all the traffic it can get.
In case you will like to know more about dropshipping or other services we offer, contact us today at Fulfillman. Our dedicated team will be available to speak with you. We will provide suitable answers to your questions and concerns. An amazing experience awaits you.