 Re: Manage your Q&A for buyers on or off
Best thing to do which I did when I first started was.
1. As soon as an order was placed: I contact buyer, telling them we have received the order and thanked them for buying from us. I promised to follow up with them until they have received the order. I tell them to relax and sit back while I process the order.
2. As soon as the order was dispatched: Another message to buyer telling them the order was dispatched few minutes ago, promise to follow up with them until order is received and tell them to contact me should their be any problems.
3. Three days after dispatch, I contact them again with my final message thanking them, tell them it would be delivered soon if they have not received it. Then tell them to get in touch with me should their be a problem.
NOTE: In most of this situation, I received a whole lot of good messages from the buyers and when they have any fault at all, they quickly get back to me due to the relationship I had established.
This is a daunting task, especially if you are a lone seller. As in you handle the stock yourself, pack and ship, and handle messages. You get tired easily with this process even though its the best approach. I couldn't keep up with this as I was selling massive loads of stuff weekly.
Instinctively, the first thing a buyer will do when they have issue with an order from a seller who does not maintain some sort of communication is to try and prevent their money and they open case even before talking to you.
Going forward, if I am able to get back with stealth, I am looking to employ and train someone to handle my customer service exclusively.
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