Customer service is one of the first things customers will notice about your company. Amazon expects sellers to create a strong customer service strategy to match Amazon’s own goal of being customer focused.
The founders of SellerSmile, Tygh Walters and Michael Melgar, will be joining us in this episode to discuss why a strong customer service is crucial plus we’ll be going over ways to improve and win at Amazon customer service.
Other episodes in the series:
Upcoming webinar hosted by Keyword with SellerSmile.
Monday, April 30th 2018, at 4:30 PM Eastern Time.
Webinar focusing on Increasing sales by providing amazing customer support!
Learn more about >>> SellerSmile
SellerSmile founders Tygh Walters and Michael Melgar break down Six Ways to Win at Customer Service on Amazon.
#1. Optimize your outgoing messaging
Create a pleasant experience up front
Follow up on orders using auto-responder tools to thank customers for your order and provide any additional information about that order.
Make yourself accessible
Give customers a way to contact you and make sure that that avenue is monitored and responses are sent ASAP.
#2. Respond to your product reviews and seller feedback.
Product reviews and seller feedback are filled with opportunity. There are four places you need to be mindful of receiving feedback on Amazon and you’ll need to create a strategy to fit each one.
- Public review responses
- DM reviews when possible
- Public feedback responses
- DM feedback
Always strive to work towards a resolution.
#3. Go the extra mile.
Even if it’s just a small gesture. For example, I’ve been so impressed before when I’ve been offered a free replacement instead of going through the hassle of returning. Trust me – Your customers will appreciate it and return the favor ten-fold.
Here are some 100% real customer comments that SellerSmile has received because of the customer service they’ve provided:
#4. Avoid using unclear or negative language, grammar too needs to be perfect.
There should be no doubt in the buyer’s mind that you’re there to help them, things will end positively, and that you want to make their experience better. Make sure your language is not only kind, apologetic, and positive, but clear and free of errors in grammar and spelling!
Avoid any language that could seem defensive, combative or dismissive. It may be hard to not take your customer service issues personally. But ask yourself, “Is my pride worth more than this customer? The best option will always be to do whatever you can to make your customers happy.
Bad sentence: “Sorry, but you placed an order for the wrong product. You will need to make a return through Amazon.”
Good sentence: “We’re sorry to hear the size didn’t work out for you! Here are some quick instructions on how to proceed with your return. (Instructions) A refund will be issued promptly.
We hope you find this an agreeable resolution, but please feel free to respond to this message if you have any trouble. We appreciate your future business!”
Grammarly is one tool that can help make sure everything in your messages is spelled or formatted correctly.
#5. Care about your response times.
Create specific times each day that you will be checking messages. This prevents messages from building up, and also ensures that messages are responded to within the required time. Amazon requires all buyer messages to be responded to within 24 hours. Any messages over that time are considered over SLA or Service Level Agreement.
#6. Check Seller Central’s classic inbox for missed messages.
Some messages can be missed because they were responded to using an autoresponder. Make sure to change your inbox settings back to the Classic view to make sure you are missing any.
One final thought. All aspects of your business should strive to fit Amazon’s goal of being customer obsessed. Customer service should definitely be an area where you are striving for this. You can pull from a quote from Amazon’s jobs website for inspiration: “Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.”
Keyword listeners can find Seller Smile here: https://www.sellersmile.com
Keyword listeners can receive 50% off your first month of service with Seller Smile by using promo code “KEYWORD50”
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