The Importance of Dropshipping Customer Service
You’ve heard this saying right? “Customer Service with a smile”. It applies to dropshipping customer service as well. In the beginning, you are going to have to be a one man show. You need to have an email set up so your customers can contact you. There also needs to be avenues to contact you through social media as well.
This is a big fear for many new dropshippers. They think they will be found out to be liars or frauds when in fact it’s nothing like that. Picture a big retail brand. Do you think their customer service team has tried the product you are speaking to them about? Of course, they haven’t. They are appropriately educated on the product however. That is more than ok in most cases. This the exact situation you will be in as well. You will know a lot about the product even though you may not have tried it (you should order your products when they’re winners by the way).
How to Give Quality Dropshipping Customer Service
Most customers will never email you. They will sail off gracefully into the sunset without a care in the world. A small fraction of them will email to check up on the delivery of the item. This usually goes fine and is nothing to worry about. Most people just want to know there is another human being on the other side of the email who actually cares about them. A simple reply empathising with their situation will be greatly appreciated. One of the issues with dropshipping is the long shipping times.
With Amazon Prime, 1-day delivery is becoming the gold standard. It makes everyone else look bad. This isn’t the end of the world though. Because what Amazon beats you in speed you can beat them in marketing. Amazon doesn’t have time to give all their attention to a handful of products. You on the other hand do. This means you can make them far more enticing to your unsuspecting customers scrolling through social media.
For customers that do enquire about the shipping times all you have to do is turn a negative into a positive. Something like “Our shipping times are so long at the moment because of such high demand”. This makes your store seem very popular and thus more attractive. Your customer will feel important like they are getting a valuable product. This will make them more than happy to wait.
Email Service from Heaven
Occasionally you will get a customer who is very unhappy that the product didn’t arrive or it was not what they thought it was. Usually, it’s advised to be liberal with your refunds. Not many dropshippers ever bother with returns as it is not an option for most of us. The thing is if you get too many complaints and chargebacks on PayPal and Stripe your account could get red-flagged. This could lead to a hold being put on your account meaning you can’t withdraw any funds. Obviously no one wants that.
For the sake of argument sometimes it is better to just refund the customer. It will save you time and stress. Although it may cost you some money this can be worth it in the end. Another option is to give out discounts to customers. They will really appreciate the gesture as they are getting a favor done for them. It’s a win-win as well as you are getting extra business out of the activity.
Happy customer, happy dropshipper. Imagine yourself as a customer and try and treat yours like you would want to be treated. If you follow those guidelines then you will be absolutely fine. Make sure to reply to emails every 24hrs. Customers hate being left out in the dark. If you do everything lined out here, you should have no problem with dropshipping customer service!