Customer Service Excellence

Please be aware the information provided below is an example of Customer Service Excellence that may be used to be edited and adapted accordingly to your company, brand, product, or service and thus only act as a genric informed guide whereby pertinent information may be inserted where marked <insert> if provided.

We take customer service very seriously.

Customer service is how we benchmark ourselves, it’s a way to connect with our customers, answer their queries but most importantly show them we value them. The purpose of this document is to outline the key customer service initiatives to help you sell your brand and products.

Know your product

This obviously goes without saying, but knowing your product and being able to passionately communicate how your product is going to give your customers value is important.

It can be extremely beneficial to train your team on key messaging when communicating with customers. The result of good communication could potentially result in a valuable customer for years to come.

How will my customers contact me?

Your customers will be able to contact you via the “Ask Seller” tab on your individual product pages.
Customers may also contact us via the website email or social media, in this instance, we will forward the customer request to you for your prompt response.

How do I answer a customer query on the platform?

Please login to your Vendor dashboard and navigate to “Conversation, All Questions”. To respond to the customer, select the query and you will be brought to the page with a text box.

How do I know what product the customer is referring to?

The product in question is on the top right-hand corner of the query.

How quickly should I respond to a customer query?

As part of our commitment to our customers, we ask that all vendors respond to customer queries within 8 hours, ideally less, as in our experience, the faster you respond, the easier it is to close the sale. However, we appreciate this isn’t always possible, but you must commit to responding back to the customer within 24 hours. We take customer service very seriously and will review partners' position on the platform if they are regular offenders of these guidelines.

What are some of the most common customer service questions we can expect to receive?

Please refer to our Customer Q&A document for more questions and reply suggestions.

https://techsembly.atlassian.net/wiki/spaces/TS/pages/197689625

Top tips on keeping the Customer Happy!

As soon as an order comes in, please ensure you acknowledge the order within 24 hours, so we know you have received it.
Try to fulfill the order as quickly as possible and within the delivery lead times advertised.
Once the order has been shipped, please drop the URL and Shipping reference into your Vendor dashboard and mark the order as shipped. This will trigger an “order shipment” email to the customer with the tracking details, so your customers can get excited about the product that is en route!

Vacation mode: if you are unable to fulfill orders for any reason for a period of time, please enable your shop’s vacation mode in Settings > Profile. This will remove your products from the website for the period you are away.

If a customer has received an item and it’s faulty, please ask them to send a picture within 48 hours from receipt of purchase, and replace or refund the item as soon as possible if it turns out to be unfit for purpose.