Holiday Boot Camp Week Six

[AudMod]

Wow, we're really getting into it now. Week Six! How is everybody doing? I hope this finds all safe and sound. Be sure to check out this article about preparing yourself and your business in case of an emergency: http://www.etsy.com/blog/en/2012/in-case-of-emergency/

This week I'm happy to present customer service tips from the biggest experts on the topic I know - you! You were all so helpful in contributing wise and insightful ways for handling all aspects of customer service. You made providing excellent customer service sound easy, even when describing how you deal with difficult scenarios. That said, we all know customer service takes a lot of work. Review your top seller-sourced tips here: http://www.etsy.com/blog/en/2012/your-customer-service-guide/

If you missed anything from last week or before, you can brush up here:
www.etsy.com/blog/en/2012/holiday-boot-camp-2012-get-ready/

Last week's discussion about craft fairs can be found here: https://www.etsy.com/teams/5002/etsy-success/discuss/11143928/

Take care,
Audrey

[Former_Member]

Thank you so much!
Plunged into the study of :)

[TOMgirlApparel]

Great tips, thank you!

[TheNorthWayStudio]

Wonderful tips!
I'll have to mark this to come back to again and again!

Thanks so much!

[Former_Member]

Thanks for posting - great stuff there. :D

[IlluminatedPerfume]

Audrey,

Thanks so much for this very informative post. The biggest challenge for me is that, although I communicate very clearly in my listing and with the photos the size of the item, every once in a while I get a person that leaves me a neutral or neg feedback because they didn't pay attention to my words or photos.

It would be SO FANTASTIC if Etsy could create a feedback rating system so that customers cannot leave a neu or neg if they have not payed attention to the information in a listing. 'm thinking something similar to how we sellers go about canceling a listing, where a series of questions is asked before one can move forward with leaving feedback.

Warmly,
Roxana

[Former_Member]

I like Roxana's suggestion. An upset customer sometimes "leaps before thinking the whole thing through". Slowing down the process with a series of short questions might help with a softer complaint or negative feedback.

[Former_Member]

Agree'd with Roxana as well! I REALLY wish Etsy would get on board more with the feedback. I left a negative feedback for a shop I purchased from (now closed) who was horrible to deal with and in return, they left me negative feedback "high maintenance"... really immature. I have no way of undoing this now and there is no way that I would have used the kiss and make up feature when they didn't deserve a positive feedback. <--- That's lying! 0_0

I wish there was more in place to protect buyers and sellers from people who leave negative feedback like this.

[JypsyJewels]

I don't understand why more people don't leave feedback. I certainly don't want negative feedback, but I get no feedback at all. I thought, if there was a problem, wouldn't they let me know. I used to sell on ebay, but you get more customer interaction with Etsy. I answer all questions and even have negotiated on a few prices, but when it's all over, no feedback. But I still let customers know if they have ANY questions, please let me know. I'm still a newby.

[FioreJewellery]

I really enjoyed the article - great practical advice.
I wish there was a way to give customers a store credit for when an item goes missing in the post. Something similar to a coupon code but with a fixed amount of money rather than a percentage..

[Former_Member]

Agree'd with Roxanna, Cassandra, and Fiore's suggestions. All super for improving the customer experience, while helping the sellers.

My first team! Yeah!

[Former_Member]

At the beginning of my shop (just this past June) I found it a bit of a challenge to communicate with buyers and potential buyers on a more personal lever-like I've known them for a hundred years-it always seemed like what I said sounded to formal and rehearsed and I tended to write almost the same thing in every message, just changing the name. Now, after 4.5 months (and I guess I got practiced and more open), I get excited to answer customer questions and love to interact with them like we're old friends. I guess things like that take practice too :) I just look at it like the person is an actual friend that I know, and write them just the way I would write to any of my friends. I think customer service isn't just aiding your buyers in purchasing your item or answering their questions, but to really try to bring them an exciting shopping experience and being attentive to them just like to a friend.