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Customer Communication

Ensure full and proper communication with your customer, setting a standard for good customer service that attracts interest. Start by including all necessary information on your website—terms and conditions, shipping prices, return policies, and complaint procedures. It's also a good idea to create an FAQ section or a knowledge base so customers can quickly and intuitively find answers to their questions. Remember to keep this information always up-to-date, clear, and well-written—this will show your professionalism. The more information a customer finds on the site, the fewer questions they will have to ask, which significantly shortens the buying process and builds a positive brand image.

All automatically sent information, such as purchase confirmations or shipping status updates, is a crucial element of communication. Regardless of the tool you use, make sure these messages are stylistically polished, that all links work, and that the customer receives them at the right time in the buying process. This level of professionalism increases satisfaction and has a direct impact on your company's revenue.

Give customers a convenient way to communicate with the person responsible for support. In addition to a phone and email, it's worth offering social media channels, chat, messaging apps, or a chatbot. The most important thing is to respond to customer messages as quickly as possible, ideally by setting a clear standard for response time. The time a customer spends waiting for a reply could be used to look for a solution from a competitor, so a quick response is key to building a positive experience and increasing revenue.

Handling Problems - Dealing with a Difficult Customer

Minor or major issues will surely arise. Someone might overlook something, a package gets lost in transit, a product doesn't meet expectations—there are many critical moments where things can go wrong throughout the process. It is precisely in these moments that you can demonstrate the quality of your service.

First and foremost, don't be afraid to use the word "sorry," regardless of whose fault the problem was. Pre-established procedures for returns and complaints (even with external suppliers, such as courier companies) will allow you to resolve the situation more quickly and effectively. This interaction during a difficult moment builds trust.

Inform the customer about the steps being taken, the status of their request, and when they can expect a resolution. If the fault was clearly on your side, compensate the customer for the unpleasant experience by offering a discount on their next purchase, a voucher, or a small gift. Such gestures will leave a positive impression and make the customer feel valued, which will translate into their loyalty and increase the likelihood that they will return.

Most importantly, don't leave the customer to deal with the problem alone. You are there to lend a helping hand.

Feedback - Customer Relationships

Ask customers for feedback. Give them the opportunity to leave a review and a rating, not just about the products you sell, but also about the sales process and customer service.

Also, monitor customer behavior and analyze it to make your business more effective.