The act of offering assistance to each past and present customer is known as customer service. Customer service representatives often respond to customer inquiries via phone, email, chat, social media, and in-person encounters. They might also be held accountable for creating material for self-carrier assistance.
Regardless of how wonderful your product is If your customer service is subpar, people will complain and you will lose business. Curious to know about the responsibilities of a VA the essential competencies you need to manage customer care are listed below;
• Ability to communicate clearly
• Problem solving skills
• Ability to use positive language
• Product knowledge
• Ability to read customers
• Writing skills
Your dashboard will display the message notifications when you open Amazon’s seller center. Click on the “Messages” button in the top right corner of the page to access the messages area.
The interface in the message center will look like the one in the illustration below. You can view all of the customer messages from here and reply to them. There is a 4000 character maximum. On the left side, you can view the information about your goods and order.
Avoid being too direct in your responses to customers.
Depending on the circumstance, thank the customer for getting in touch before apologizing. Replay using a decent professional template and always act professionally. The sample for responding to a customer’s email to resolve an issue may be found below. Follow-up;
Subject Line: Your [type of issue] has been resolved.
Thank you for getting in touch with us about [customer issue]. We have researched the situation and have come up with a solution, as promised when we spoke with you on 2024.
We sincerely apologize for the [product/service] situation, which was caused by [brief description of the cause].
We have fixed the problem, so you should no longer encounter it in the future.
Please contact me if you have any questions.
[Customer Service Rep’s Name & Contact Information]
The following information should not be included in the messages given to customers by Amazon sellers:
External links are not permitted unless they are needed for order fulfillment. These links should be secure & working.
- Except for the invoice, product instructions, and warranty details, there are no attachments allowed.
- Logos that include or connect to your website.
- Requesting that the buyer opt-out of receiving messages.
- Contact numbers or email addresses.
- Pixel tracking.
- Images that have nothing to do with your business or brand.
Handling Customer service on Amazon entails more than simply responding to a customer who approaches you directly. It also includes responding to inquiries made on the product description page, responding to consumer comments, and managing reviews.
Answering The Questions Asked On The Products Detail Page:
An email to the address specified in the “Consumer Service E-mail” field in the seller center is delivered if a customer questions your product from the product detail page. From that email, you can reply to the inquiry. There isn’t any other way to access this notification directly from the Seller Center.
View all the queries that have been posed and answered by the sellers by scrolling down on a listing. Even better, you can come up with your own query and put it to yourself. To ask a question or look for an answer relating to your query, enter your search in the top search bar.
Go to Performance>Feedback in the seller center’s top navigation bar to check customer feedback.
You would then be directed to the Feedback manager from this point. You may see every review that has been left for you since you started selling on Amazon on this page. From here, you can examine your feedback ratings.
To see the provided feedback, scroll down this page. Positive, neutral, and negative feedback can all be filtered. You can choose between “Post a public comment” and “Request Removal” from the drop-down action menu on the left side to respond to feedback. To preserve the feedback offline, you can also download the report of the feedback from this page as a CXV file.
There is no easy way to view a review that has been written about your product. You must scroll down to the Customer reviews section on the product information page to find reviews for your product. You may read the consumer evaluations of your product here. From the dropdown menu under the photos, you can arrange them by “Top Reviews” and “Most Recent.”
Replaying reviews or getting the order number straight from them is not possible. However, you can manually search the orders area for the customer’s order using their name.
You can look up a customer’s order, get in touch with them, and try to resolve their issue if they leave a negative review. One thing to remember: don’t request that the customer delete the review. It contravenes Amazon’s rules. If you do, Amazon will take action, potentially suppressing your listing or possibly suspending your account for violating their policies.