Great customer service leads to repeat business and positive reviews.

Response Time Goals

Channel	Target Response	Maximum
Messages	Within 2 hours	24 hours
Reviews	Within 24 hours	48 hours
Returns	Within 24 hours	48 hours
Issues	Within 4 hours	24 hours

Communication Guidelines

Do:

[x] Be polite and professional [x] Use customer's name [x] Address concerns specifically [x] Offer solutions, not excuses [x] Follow up to ensure satisfaction [x] Thank customers for their business

Don't:

[ ] Use automated responses for everything [ ] Blame the customer [ ] Ignore messages [ ] Use slang or unprofessional language [ ] Make promises you can't keep

Handling Common Issues

Late Delivery:

"I apologize for the delay. Let me check the tracking and get back to you within 2 hours."

Wrong Item:

"I sincerely apologize for the error. I'll ship the correct item immediately with a prepaid return label for the wrong one."

Defective Item:

"I'm sorry you received a defective item. I'll issue a full refund and you can keep or donate the item."

Unhappy Customer:

"I understand your frustration. Here's what I can do to make this right..."

Review Management

Positive Reviews:

• Thank the customer
• Mention specifics from their review
• Invite them to shop again

Negative Reviews:

• Respond professionally
• Acknowledge the issue
• Offer to make it right
• Take detailed conversations offline if needed
• Learn from the feedback

Proactive Communication

• Confirm orders immediately
• Notify of any delays
• Send shipping confirmations
• Follow up after delivery
• Ask for reviews after positive experiences

Building Relationships

• Remember repeat customers
• Offer loyalty discounts
• Send handwritten thank you notes
• Include small freebies with orders
• Personalize packaging

Escalation

When to escalate to platform support:

• Abusive customers
• Fraudulent claims
• Disputes you cannot resolve
• Policy violations by customers