Details of how to do After Sale Service
Delivery
P0rompt delivery is pretty important in a deal. Time means money and power, especially to businessmen. Most large sellers have their own warehouses to guarantee fast delivery, however, there are many small ebay sellers or electronics Wholesale, and storing goods may run a great risk for their business. In this case, those sellers have to purchase items after their customers placed orders. However, sometimes, some merchandise might not be available in such a hurry. So you will have to inform your customer immediately and persuade them to changing another item in case they will cancel their orders. But sometimes, if your customer insist on canceling the order, then you should meet his needs in the long run.
ePathChina can always inform their customers in the first minute if any accident occurs, then the customers can always understand it and will either change the items they bought or canceling their orders, but they will still continue dealing with ePathChina in the future for their honesty to their customers.
Having shipped out the order doesn’t mean the end of the shipping, you should keep tracking the information of the parcel, and inform you customer the minute something occurred on the way, for example, customs clearance or a requirement of CE for a certain item, then you should try your best to offer them the related documents.
Familiar with products
To be familiar with products you are selling is essential in the whole selling chain.
Sellers should be rather familiar with products they sell so that they can solve the problems customer raised. Most questions raised by customers are easy to get resolved, but there are some customers who are expert at some products, so if you are not familiar with the products, you will not be able to answer their questions, which will lead a distrust among your clients, therefore, they won’t buy from you anymore. So try to be professional one the products you are selling.
Learning to familiar with the products they sell is a compulsory course for each ePathChina customer service. What’s more, they have expert QC test engineers to solve each problems customers raise.
Dealing with customer complaints
Inevitably, things go wrong sometimes. However, it is how you handle problems that can determine whether you lose business or actually improve customer loyalty.
More and more people are prepared to complain. Those that do are doing you a favor. They are giving you valuable feedback for nothing and helping you to improve your service. Many other customers may have quietly taken their business elsewhere. What’s more, if you impress that customer with the way you handle their problem, they will become advocates for your business. This is how ePathChina got so many regular customers. Most regular customers will bring new customers to ePathChina after they have experienced the nice service from http://www.ePathChina.com.
When a customer complains, you must be respectful and sympathetic, even if you think they are wrong. You should thank them for complaining and apologizing. You must also act quickly. A prompt response shows that you take the problem seriously and reduces the time the customer spends feeling disgruntled. Customer service from ePathChina can always handle customers complaints promptly. The minute they get complaints from customers, they will first reply them in email indicating that they have got their complaints and will deal with it as soon as possible, thus, the customer will be relaxed. Then they will find the best way to solve the complaints.
When someone complains, always ask them what they want. Many firms assume that consumers are seeking a financial solution, such as a refund or compensation when all many people want is an apology. Allow the customer to give you all the facts so that they can get it off their chest and then you can provide the most suitable solution.
Set up a customer complaint procedure and ensure that members of staff know what they can offer. Follow up the complaint with a phone call or a letter of apology. Finally, ensure that you permanently fix the problem and let the customer know what you have done.
When a customer contacts your company to complain about a product or service received, it can be a blessing in disguise. For every person who complains, there can be hundreds who do not bother to complain but who also spread negative comments about your company.
In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run.
Simple procedures: (This is how ePathChina usually does)
1.Listen. Customers want to be heard and understood.
2.Apologize for the problem. It doesn’t matter that the customer may, in fact, have been wrong.
3.Try to fix the problem or make it up to your customer in some way. Give them something to show your appreciation. It doesn’t have to be much. Coupons are a good idea.
4.Keep records of complaints. This will allow you to analyze what is going wrong and make changes.
When the customer pays for a product or service, it is assumed that the product will work correctly or that the service received is as promised. Ideally, the customer will be satisfied, and there will be no complaints.
If there is a problem and the customer complains about it, your company should quickly answer the complaint and solve the customer’s problem. This is often done through your company’s customer service activity. But also, you need to follow up and improve your business processes to rectify the problem.
Solve the problem
You need to immediately answer the complaint and solve the problem. It may be to give money back, exchange a product or do some repair.
Special bonus
To make sure the customer is completely satisfied, some companies will provide some special service or a reduced price on another product. This is done to assure the customer will come back for more business. Many retail stores have a generous return policy to satisfy dissatisfied customers. Usually, ePathChina.com will give a small gift to their customer together with their fixed items, and when there is some problems with the accessories, then ePathChina will always send customer a new products.
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