How to respond quickly to questions and complaints

There are a lot of benefits to responding quickly to customers’ questions & concern:

1) Get more orders : The customer may send the same questions to various sellers in regards to the same product. Thus, whoever answers the customer’s first and most adequately might get the business.

2) Prevent negative feedback : Sometimes, negative feedbacks are due to slow responses to customers’ questions and or inadequate explanations about products.

3) Higher chance to become Top Rate Seller : If you respond quickly, there will be no excuse for customers to give you a low score on DSR Communication.

In order to take care of your customers’ concerns, you should have a system or database to store their information (such as Paypal invoice, shipping receipt from USPS/UPS, item information). The data should be readily retrievable within a short period of time. I tried many ways and found that internet email system (such as Yahoo Mail or Gmail) is the most simple, effective, and reliable way of storing buyer’s information. I don’t need to spend time transferring and maintaining databases and spreadsheet. All I have to do is type in the customers’ ID or name in the email search box to find out all the related emails, transactions, and shipping information in the sort list. From there, I can also quickly access their concerns and attend to them with haste.

You should also have a mobile device that can access your email account conveniently. You may use smart phone with data plan so that you can access internet email anywhere you go. Whenever customers send you emails, you can immediate understand their concerns and give them a quick and complete solution in a short period of time. Also, you can check the item information via the browser at the mobile phone .

Finally, never procrastinate a reply or ignore any emails. Even if you do not have the answer right away, send them back a response acknowledging their concerns and a promised time to give full details.