This blog post is part of our 2017 Holiday Planning series. Be sure to check back often or, better yet, subscribe to the blog to stay updated with this year’s latest holiday trends, tips, best practices, reports and more!
With the holiday shopping season right around the corner, we know you have a ton on your mind, including making sure your customer service is top-notch (which should be on the very top of your list to begin with!)
It’s no secret that a successful holiday season for a retailer ultimately lies in the hands of their consumers — so what are you doing to provide your customers with the best possible shopping experience? To help you along, we’ve put together a handy customer service checklist to help make the holiday selling season run more smoothly:
1. Check your listings regularly to ensure they’re accurate and complete
- Titles — Include brand name, material, color and size.
- Descriptions — Provide as much information as you can. Talk about the item’s features and benefits.
- Images — Multiple high-resolution, clean photos are a must and should follow each marketplaces’ image requirements.
2. Review your shipping and return policies
- Transparency is key. Make your policies are up-to-date and easy to understand.
- Conduct internal training to make sure everyone is aware of your policies.
3. Respond to customer queries within 24 hours
- Double-check the email address in each of your marketplace seller accounts to make sure it’s accurate.
- Review your notification settings, to make sure you get every alert from the marketplace.
4. Read all customer feedback
- Are there common complaints? Late shipments, cancellations, unmatched expectations or poor communication? Identify the common issues and fix them right away.
- If you do get negative feedback, use your diplomatic skills to resolve issues and get customers to remove negative comments once they’re satisfied.
- With Amazon, if you get negative feedback and it’s a dishonest product review, open a support case to have it removed.
5. Consider using vacation mode
- If your offices will be closed during traditional working days and hours at any point during the holiday shopping season, consider putting your account in vacation mode.
- This update helps set expectations for buyers around fulfillment and handling times and protects your seller ratings.
6. Review your seller metrics daily during the holiday shopping season
- Make sure you’re performing above each marketplace’s service level expectations, and stay on top of any seller performance changes!
- If you see an unexpected decrease in your service levels, investigate and correct any issues you have as quickly as possible.
Want even more tips to prepare your business for the holidays? Learn from the best — check out Scot Wingo’s 2017 Holiday Playbook: E-Commerce Trends and Tactics to Win the Season.