building an online retail business
DESCRIPTION
To build a successful online retail business you need to follow some basic, but often overlooked rules. Learn from a company with an outstanding reputation for customer service and 13 years of experience, Ruby Lane. www.rubylane.comTRANSCRIPT
EXCELLENT
EXCELLENT
CUSTOMER
EXCELLENT
CUSTOMER
SERVICE
Always give customers the same
top notch treatmentyou like to receive.
Be Sure To
Use The
Magic Words
THANK YOU.
WE APPRECIATE
YOUR BUSINESS.
THANK YOU FOR
YOUR INQUIRY.
is of the
essence.
Always inform your customers if you are
away and unable to answer inquiries.
Tell them when you will be available.
Follow Up With
Customers
STAY IN TOUCH
THROUGHOUT THE
PURCHASE PROCESS
Acknowledge
purchase and
payment.
KEEP ALL SHIPPING DOCUMENTATION
Give customers the
benefit of the doubt.
Contact the buyer
who may have had
an unexpected
circumstance.
Complaints
Don’t return
Blog about a bad
experience
Discourage other
customers
Complain to friends
Unhappy
Customers
PUT YOURSELF IN
THEIR SHOES
Compromise of 1877
YO
UR
RE
TU
RN
PO
LIC
Y
Stated before purchase
Easy to understand
Give step by step instructions
ACCEPT RETURNS WITH GRACE
Be Pleasant and Courteous
• Make the customer feel appreciated
• Express regret if the item is not what they expected
WHILE THE
CUSTOMER IS NOT
ALWAYS RIGHT,
OFFERING OPTIONS
IS OFTEN WELL
RECEIVED.
Honesty Is
Always
the Best Policy
CO
MM
UN
ICA
TE
WIT
HC
US
TO
ME
RS
Lost item?
CO
MM
UN
ICA
TE
WIT
HC
US
TO
ME
RS
Broken item?
COMMUNICATE
WITH YOUR CUSTOMERS
Keep records of all
correspondence,
including email
USE COMMON SENSE
Call if necessary.
A long distance
phone call is one
of the Costs of
Doing Business.
Shop or Sell With Us
Antiques & Art
Vintage Collectibles
Jewelry
www.rubylane.com