About:
ECOMMERCE/DROPSHIPPING
I have experience in Customer Service from a large European e-commerce brand (25k orders per day). And this taught me a few things:
In regards to customer service in Ecom, we are dealing with pretty upset customers, however, they are only upset because:
-they are not sure what is going on with their order or
- there is something wrong with their order.
To handle it in a polite way, you need to categorize their questions.
Example: Customer email: "Omg I ordered a red Tshirt and I got a blue one. Your store is not professional and I want to return this asap etc."
This falls into the category: Not as Expected and if handled properly, item will not be returned and the customer will still be happy :)
Basic:
-Basic email template
- Cancel (before dispatch)
-Cancel (after dispatch, but the customer requested cancellation before dispatch)
-Cancel (too late)
-Delivery Info
-Already Delivered
-Lost in Transit
More advanced: (those emails comes with an explanation of what can you offer and few stages reply)
-Not as Expected
-Shipping Damage
-Damage
-Not Functioning
-Wrong Picking
-Wrong Content in the box
- Disputed delivery
-Shipping Delay
Good Luck
xx
Reviews
:
as expected
:Very quick response. Thank you
:will reorder
:will reorder
:Really fast and good communication. Thank you for that!
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