Did you know that it costs more for a brand to get a customer than it does to retain one? On that note, the secret to keeping a customer is exceptional customer service. That's because the regular consumer, nowadays more than ever, looks for an experience that is flexible and convenient.

Additionally, good customer service is entirely all about how you treat your customers before and after-sales. Hence, your ultimate goal is user satisfaction. To deliver excellent consumer services in your dropshipping business, you need to set your mind that it will take a few added resources, time, and money.

However, before you begin preparing your company for a customer relations upgrade, you must educate yourself on the various ways that you can execute a successful e-commerce customer platform. That said, in case you are wondering how to provide excellent customer service in dropshipping, read on to find out.

10 Ways to Provide Excellent Customer Service in Dropshipping

1. Take full responsibility for your brand

When it gets to a point where a customer has to deal with your customer service team, there is a chance their irritation is at its mountaintop. So, you can imagine the frustration when your customer service team blames someone else. For example, if your customer deals with a damaged product after taking it out of the packaging, the last thing they will want to hear is that it was the courier service's fault.

Hence, a customer service team member should carefully listen to the customer before coming to conclusions as to whose fault it was. Thus, by stepping up and offering to take responsibility, customers will understand that you have no problem in providing excellent customer service.

2. Treat customers with respect

Customers are the pillars of your business. Therefore, they deserve respect, no matter how irritating they are about your product or service. It is, however, wise to listen and empathize with them. Adding on to that, customers are usually frustrated, but when you treat them with humility and show respect, they cool down.

3. Use their names when addressing them

Response time is essential for a stable customer service department. That is because your rivals are only a Google search away. Hence, use a live chat for sales to assist your team to attend to more than one customer at a time. By doing this, it ensures your customers' issues are addressed in a timelier manner.

Once the conversation has sailed, it is essential to use the customer's name and make the message more personalized. So, while automating different sections of your company may be a good thing, it's best to add a human touch to your customer service provider wherever necessary.

4. Apology is key

Apologizing to an unhappy customer is crucial than just saying that you're 'sorry.' It involves understanding the problem and being honest. To keep it short, customers will always be expecting a genuine apology rather than trying to make them understand the issue.

Being sympathetic to a customer is wise and will go a long way into the success of your business. Hence, even if they don't appreciate all your products or services, they'll still acknowledge you as a brand that looks out for their customers.  A meaningful apology, followed by a solution, can improve any customer relations disaster.

5. Don't be anonymous

This point is almost the same as using what we mentioned earlier about using the customer's name to make the conversation more personal. But in this case, we're stressing the importance of using your name when talking to customers.

Instead of having nameless chat heads that say customer service provider #, add the team member's name as well. That will make the conversations more realistic.

6. Make sure you handle returns effectively

If your customer received a defective product and would like to return it, you should be able to replace the product on time as stated by your terms and conditions. That will effectively create a certain standard for customers. And this is essential to the growth of your business.

7. Reply on all platforms if need be

This may mean personally messaging the customer on their account to resolve the problem, or writing a thread of tweets while getting to a solution. Whatever the case, this is an essential part when it comes to providing excellent customer service. Sometimes consumers tend to get riled up on social media platforms.

At times, your customers may pick Twitter or Facebook to speak out on a brand instead of contacting customer service directly. Still on that, it's safer to direct the talk towards the specific customer support operator if it starts to get ugly.

8. Avoid talking about your problems

Just think about it. You're talking to someone about your grievances, and they've offered to listen. Then, all of a sudden, they start talking about their problems. This is like putting a sheep in a lion's den.

Hence, customer service representatives should learn how never to bring the company's issues into the conversation. Especially when a customer is frustrated over their experience with a product.

9. Create and upgrade your FAQs 

Your customer service team can't be there to answer queries and listen to complaints, all the time. Thus, it helps to have a resourceful FAQ page, which has all the answers to the most commonly asked questions.

Additionally, you must keep on updating and refreshing this page as specific types of complaints become more common. The good thing about this is that most customers will view the related problems without even visiting the company's website.

10.  Welcome criticism

 Since consumers are, the real judges of how well your products and services are delivered, building strong relations with them will be good for your business. Hence, listening to customers and probing them to give more details regarding their problems is always the wisest thing to do.

In Summary

If you have had a hard time trying to figure out how to provide good customer service in dropshipping, there you have it! You need to know that satisfied customers naturally become your brand ambassadors. Therefore, you always need to ensure that they have the best encounter with your company. And that's by ensuring they get the best customer service. Starting with your live chat response team, you can develop a platform that encourages politeness and professionalism in dealing with customers.

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