Building an Online Retail Business

EXCELLENT

EXCELLENT

CUSTOMER

EXCELLENT

CUSTOMER

SERVICE

Always give customers the same

top notch treatmentyou like to receive.

Be Sure To

Use The

Magic Words

THANK YOU.

WE APPRECIATE

YOUR BUSINESS.

THANK YOU FOR

YOUR INQUIRY.

is of the

essence.

Always inform your customers if you are

away and unable to answer inquiries.

Tell them when you will be available.

Follow Up With

Customers

STAY IN TOUCH

THROUGHOUT THE

PURCHASE PROCESS

Acknowledge

purchase and

payment.

KEEP ALL SHIPPING DOCUMENTATION

Give customers the

benefit of the doubt.

Contact the buyer

who may have had

an unexpected

circumstance.

Complaints

Don’t return

Blog about a bad

experience

Discourage other

customers

Complain to friends

Unhappy

Customers

PUT YOURSELF IN

THEIR SHOES

Compromise of 1877

YO

UR

RE

TU

RN

PO

LIC

Y

Stated before purchase

Easy to understand

Give step by step instructions

ACCEPT RETURNS WITH GRACE

Be Pleasant and Courteous

• Make the customer feel appreciated

• Express regret if the item is not what they expected

WHILE THE

CUSTOMER IS NOT

ALWAYS RIGHT,

OFFERING OPTIONS

IS OFTEN WELL

RECEIVED.

Honesty Is

Always

the Best Policy

CO

MM

UN

ICA

TE

WIT

HC

US

TO

ME

RS

Lost item?

CO

MM

UN

ICA

TE

WIT

HC

US

TO

ME

RS

Broken item?

COMMUNICATE

WITH YOUR CUSTOMERS

Keep records of all

correspondence,

including email

USE COMMON SENSE

Call if necessary.

A long distance

phone call is one

of the Costs of

Doing Business.

Shop or Sell With Us

Antiques & Art

Vintage Collectibles

Jewelry

www.rubylane.com