Providing good customer service can help you

• Build trust and help close sales (sometimes the quickest seller to provide a satisfactory answer gets the sale)
• Foster long-term relationships
• Increase 5-star reviews which improves conversion rate
• Help handle unhappy customers effectively which can turn 1-star review around

‍

Best Practices

1. Be friendly and professional
2. Reply quickly
3. Keep messages concise
4. Provide clear instructions
5. Show empathy
6. Keep promises
7. Welcome feedback
8. Express gratitude often
9. Be proactive and follow up
10. Be honest
11. Maintain consistency across channels

‍

To improve efficiency, set up auto-reply on Etsy and use saved replies message templates.

‍

Getting Reviews

• Ask in confirmation emails, order inserts, and follow-up messages
• Reply to positive reviews with gratitude to lock in the review

‍

Check chapter 4 for the review request message script.

‍

Handling Negative Reviews

1. Initiate communication
2. Apologise and empathise
3. Offer solutions
4. Follow through
5. Follow up
6. Request review adjustment

‍

Check chapter 6 for message templates and examples.

‍

Some extra things to keep in mind about customer service:

• Accurate photos and description help control customer expectations and lower negative review rate
• Set realistic shipping expectations
• Build long-term customer relationships with email marketing, order inserts and follow-up messages

‍