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