eBay: Dealing With Customer Tips

Since my main business is eBay, I have to deal with customer comments/questions on a daily bases. I am going to share with you some basic tips to help you deal with customers.

Since feedback is very important on eBay you have to do what ever you can to keep it high (98-100%), everything contributes to your end users experience, you should always try to go that extra mile for your customers, every "little" thing counts.

People will be asking you all sorts of questions and you have to be able to answer them! Not only do you need to give them the right information you need to reply as soon as possible or they might choose another seller.

If someone is hostile/angry when contacting you, stay calm, be polite and professional. No matter what they say or how they say something you don't reply in the same manner.

Something that always happens to me is that the post office misplaces items I have posted, then my customers email me with angry/curious questions as to why it hasn't arrived (Occasionally I get customers who try to sound angry to tell the buyer "I ain't messing around and you ain't got nothing on me"). The first thing I say in a reply is " Don't worry if it doesn't arrive soon I will replace it with no extra charge". You have to calm them also make sure to say sorry and explain you have posted it and the reason why its late.

If the buyer has been waiting for the item for a long time, to create a better customer experience I repost the item plus another, they are usually very happy with this.

Buyers usually try and get the best deal they possibly can, so they might ask you things like "If I buy more then one do I get a discount?" or "Can you post it Express at no extra cost".

Before you answer these questions you have to consider a few things:

*Do you make enough profit from your item to be able to give discounts?
*Is the price you charge for postage enough to upgrade postage service?

Now if you dont want to give discounts or you don't earn enough to be able to then send a kind reply, DON'T JUST SAY NO.Be sincere and explain why you can/cant. I try and make good deals for customers that order excess of my items.

You will get a lot of questions about your product, when replying don't over do it for example:

Buyer: " Is this Phone good quality?"

Seller: "Yes, its really good quality. You cant find better on the market"

Buyers can tell if you "talk up" your products, so tell the truth but say it in a way that makes your product sound good. Again don't over do it. Make sure to give them accurate answers, you should be 100% positive that you are giving them the correct information. If you lie/don't know and give the wrong information then the buyer would leave bad feedback.

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