How to provide a great customer service as an eBay seller

customer serviceAs many of you know, eBay is an online selling platform that brings together various buying experiences under one umbrella, despite the vast array of items being sold by different sellers. This also means that until a buyer actually makes a purchase, they won’t really know what to expect from a seller and this can cause a bit of anxiety. Hence the reason why it is so important to keep the buyer at ease by providing an exceptional customer service throughout the entire purchasing experience. Above all, always be friendly, polite and professional in all your dealings with the buyer. A positive and courteous attitude speaks volumes. Being an eBay seller, your online reputation should never be compromised.

Getting the sale

In order to make the sale, ensuring that the buyer’s mind is at ease is very important. One way to show your potential customers that you are serious about what you do is to make yourself available for any questions or concerns they may have.

Firstly, an online seller should respond to all questions in a timely, helpful and polite manner. Naturally, the buyer must have some genuine interest in a particular item for them to be asking questions. Balking at “stupid questions” is not polite to say the least so do not practice it. Personally, for bulk purchases I normally get in contact with the seller to evaluate their helpfulness and response time before I think about bidding or making a purchase. Receiving a decent response from a seller is usually what does it for me and seals the deal for me to buy an item. In most cases I don’t have a real question, but I’ll just make something up just to assess the response.

Once you have a buyer

Your duty of providing customer service really starts once you have made a sale. This is where the real experience begins and also what the buyer will use to determine your ratings and feedback. “My eBay” is used to handle all communication from this point. Alternatively, you may also enable and use the “Selling Manager”.

Keeping in touch with the buyer has proved on many occasions to be helpful in ironing out any small problems that may pop up during the transaction. For buyers to give their hard earned cash to someone who does not respond back is a terrible feeling. You need to keep buyers updated at all times!

Once the sale has been made, you can send a quick thank you message as a polite gesture. Should it be the case when the payment is under “pending” for too long, it is a good idea to contact the buyer! Provide your customer with details on how to process a transaction and any other relevant information. This will potentially speed up the process.  When the payment is received, you will need to update the buyer on the expected dispatch time. You should also keep them informed once the item is shipped out.

More suggestions to improve customer service

Item dispatched

Once this is done, the buyer should be notified regarding an estimation of deliver –  usually “between date X and date Y” works well. If you are able to, then you should also provide a tracking code so that your customer can keep a close eye on the item’s whereabouts. In your “My eBay” profile the dispatched status should be marked on the item and the tracking number should also be added. In turn, it help with any discrepancies arise between the buyer and seller.

If your customer has not received the item past the estimated time frame, it’s a good idea to encourage the buyer to keep in touch so that you can find out where the problem may be. This gesture speaks to your seriousness about providing great customer service even after the sale has been completed.

Managing Online Reputation

As you may see, keeping your online seller reputation up can be hard and tedious work. However, is there for you to make your life easier! The platform allows any online seller to aggregate their online reputation (from various selling platforms) all in one place. That way potential buyers can easily review sellers’ profiles and make the right choice when committing to a purchasing transaction.