Excellent customer service is one of the main foundations of a business’ success. And whether you are running a physical shop or is engaged in online selling, the aspect of customer service and support is always essential. Why? It’s because 80 to 90 percent of the customer gives importance to the kind of service you are giving to them.
So here are some tips that you need to follow in order to attract more customers for your dropshipping business. Not only that, for we are going to teach you some stuff on how to manage returns, handling order alterations, and clarifying queries to ensure your customers will be fully satisfied in doing business with you.
Be Always Polite And Ready To Answer Questions
A customer will always seek out more information before making any purchase. So they tend to ask questions to know more about the products you are selling and how to can be useful in their respective lives.
No matter how trivial their inquiries may be, you have to make it a point to answer their questions in a polite way. And if it happens that someone will ask something that is not related to your product or niche, then don’t be pissed off and continue to answer their questions in a respectful manner.
Moreover, be always ready to give an answer as soon as possible as most customers would equate response time to your willingness to serve.
And when handling irate customers, be sure maintain a respectful tone of your conversation and try to pacify them by offering some form of incentives (discounts, coupons, etc.) to compensate them for any troubles they’ve experienced.
Managing Delayed Orders
As a dropshipper, you are not in full control over how the order is being processed or shipped. So there’s a possibility of experiencing delays, which can result in customer dissatisfaction.
If such a situation will occur, the first thing that you have to do is to contact the supplier in your dropshipping business immediately and ask about the reason for the delay. Then reach out to the customer without hesitation and let them know about the exact reason why their product is not yet shipped. Then, set the right expectations when the product will possibly arrive and assure them that you are taking the matter seriously until their product is delivered right to their doorstep.
This will help build trust and will encourage the customer to buy from you again in the near future.
Handling Out Of Stock Situations
In case you are only relying on just 1 dropshipping supplier, you have to find a solution to rectify this situation and inform the customer immediately via an e-mail. Or better yet, try to partner with another dropshipping supplier so you can prevent this from happening again and ensure your customers will have the kind of product that they really want.
And lastly, you also need to properly handle returns in your dropshipping business should the need arises.
To do this:
- You need to make sure that you are familiar with your supplier’s return policy.
- Set up an SOP (standard operating procedure) regarding returns with your supplier.
- Ensure that your supplier will provide an easy process when a customer returns a product.
- If the customer is returning a defective or damaged item, listen to their complaints first and assure them that you are willing to find ways to resolve the issue.
- Always provide your supplier’s address whenever a customer orders to assure them that you are willing to accept product returns and replacements provided that does not violate the supplier’s return policy.
Don’t forget, a happy customer is a satisfied customer. So you need to do all the things we’ve mentioned here in order to provide excellent customer service. If you’re looking for a wholesale dropshipper in China for your dropshipping business, you can check out DropshipProChina’s website for more info.