Customer service, returns and reviews

Service is silent marketing: a happy customer tells, and an angry one tells more. Hard moments are a chance to prove your worth.

Simple rules

• Reply within one working day, and if you need longer, tell the customer so.
• Write ready replies for repeated questions: size, shipping, returns, care.
• Apologise clearly when you make a mistake and offer a specific fix.

Returns are information

Record the reason for every return. If “smaller than expected” keeps appearing, change the size guide or the description. A return you learn from costs less than a new ad.

Reviews

Ask for a review after the order arrives, show the positive and the negative, and answer the negative calmly. A page with real reviews is more believable than one with only praise.

Exercise

Write five ready replies to repeated questions, and create a sheet where you log the reason for every return. Decide who reviews it each week.