# Customer Service Best Practices

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:
✅ Be polite and professional
✅ Use customer's name
✅ Address concerns specifically
✅ Offer solutions, not excuses
✅ Follow up to ensure satisfaction
✅ 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