Jan 07 2009
What Is Good Service?
And don't forget the tip!
Why is Good Customer Service such a hard concept for eBay sellers to grasp?
I have lost count of the times I have heard a seller say, “I offer great customer service … but…”
There is no “but.”
It doesn’t matter if the buyer is a jackass.
It doesn’t matter if the buyer sends rude email, calls you names, and acts like the devil incarnate.
The buyer is in charge because the buyer is the one with the money.
Retailers do not offer refunds, guarantees, quick turn around, or polite replies to rude inquiries because we are saints. We do it because it is good business.
We want to turn shoppers upside down and shake every last cent out of their pockets. Since that is usually illegal, we kill them with kindness instead.
The test of good customer service is not how you act when everything goes right. It is how you act when – through no fault of your own – anything goes wrong.
If you can’t make things right – even if you believe you are blameless, even if you will lose money – then you do not offer good customer service.
Photo by pamelaadam Released under Creative Commons License
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