Customer service is important on eBay. Buyer satisfaction and sellers are highly motivated by potential customers to buy ratings or not.
It's tough. :
Start Home Business, E-Commerce, eBay Customer Service
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Copyright Michael-Hane, Online-Profit-4-You
Customer service is important on eBay. Buyer satisfaction and sellers are highly motivated by potential customers to buy ratings or not.
Ebay's customer service strategy begins with the provision of accurate product descriptions. Displaying a clear picture and describing the defects indicate what buyers to expect. If the buyer receives the product in a better-than-expected form than he would if you disappoint your oversell and your customers, it will be much more for customer satisfaction
Ebay's customer service strategy includes approval of winning bids and prompt shipping information. Use an automated response that informs the buyer that he has received his bid. Acknowledgment payment immediately. Ship immediately and notify the customer when the product is shipped. Customer service strategies include the provision of tracking links to products whenever possible.
Some eBay sellers offer free shipping as a customer service strategy. If you charge for shipping, please don't charge more on shipping cost. The customer notices the cost of postage and perhaps complains if the shipping and handling is more than one dollar. They understand the cost of the material but do not want to pay for your time packaging the product.
Ebay customer service stategies include return policy. It is worth it to accept the return the customer asks. Perhaps you can resell the item and getting a good rating is worth the cost and hassle.
Ebay's customer service strategy is not different from traditional online stores. Make sure the product is as good as you say, don't inflate shipping or handling, ship immediately and have a liberal return policy. This is a way to achieve a high customer service rating.
Customer service skills training and ROI
The biggest challenge of consistently enhancing statistics is today's contact center environment environment. The conversion continues to be high; the cost of new hiring is on the rise-I saw anywhere from $ 6500 to $ 10,000 quoted per agent! At the same time, losing customers due to bad call experience is negative Affect your point. What can you do? How do you justify training spending?
It's tough. :
customer service
Article body:
The biggest challenge of consistently enhancing statistics is today's contact center environment environment. The conversion continues to be high; the cost of new hiring is on the rise-I saw anywhere from $ 6500 to $ 10,000 quoted per agent! At the same time, losing customers due to bad call experience is negative Affect your point. What can you do? How do you justify training spending?
If you conduct your own validation of research, such as spending on human performance training, you will grow bottom line. Teaching Research on the Impact of Accenture-Conducting a Training ROI is an interesting outcome. (Smith, David. Y and Waddington, Ted. Business decisions such as driving training are investment learning programs, prospects, 2003.)
First, in the field of recruitment, training opportunities were among the top three criteria people considered when deciding where they wanted to work (others progress and good
In the area of productivity, the results of training employees are:
17% more productive
20% better performance than peer groups
14% longer stayed with the company
In the field of retention, employees who can access training are:
Expecting to be a company in more than two years is twice as likely
More than maybe 6 times to think that the company is a "big place to work"
They are likely to think they are fairly compensated
Dollar figures associated with their statistics for the fiscal year report net benefits per person or $ 25,324 a year. They increased this number by 1.26 with their employees bringing the companywide benefits of $ 50,000 million in training. By dividing the profit by the one-year cost of training ($ 358 million), the researcher concluded (at Accenture) that the ROI is 353%.
Negative customer service experience?
Which (truck) phone call is a bad experience? Hopefully, you know that number and they are in the low single digit.
Recent research has shown that (1) agents have met your needs with a call, and (2) based on any negative experience, you stop using this company, and the competition results It is as follows:
Age will stop using the company in the future
18-25 100%
26-35 97
36-45 53
46-55 50
56-65 33
65 63 or more
Source: 2003 Purdue University / Benchmark Portal.
As you can see, there is a strong correlation between the age of the participants and the tendency to quit using the company after bad experience. Note that young participants were less likely to go to competition, were less forgiving, and that middle-aged people that those over the age of 65 were more severe.
Therefore, it is very important to take care of your young callers to maintain their loyalty. The callers on 36 have a lot of 'emotional bank accounts' with the company they are dealing with-probably having some good experience and being more willing to 'forgive the bad'
If you know your percentage of bad experience, put a dollar amount on that call and then sum it up for the next year. I think you are very surprised at the amount of income lost. Now, if you have 1% improvement, for example, as a result of the training initiative, the amount of revenue (and customers) recovered is very encouraging.
This ties up soft technology to the ROI and is just another mean including your front as part and parcel of your company's income-earning operation.
Customer Satisfaction Driver # 1
My first call solved (one) reported 86% of customer satisfaction best practices for one driver. If your center is 86%, this means that 14% of your customers have contacted you multiple times to solve their problems! This will not only disappoint your Csr and yourself, but also your customers. Repeated calls are expensive only to operation and gist, but negatively impact customer satisfaction and, ultimately, customer loyalty.
How do I resolve in the first call to define? And how do you do — calculate it? Studies show that there is no common measurement method. But what gets management to get measurements, and what gets better management gets.
More than 90% of the companies measuring their calling decisions in the last study (rise group) reported their performance improvement in more than 90%. Another study (callcentres.com) reported a dramatic fall in call volume-a minimum of 20% of all calls, repeated from customers who needed answers or help they could not get Call In addition, it has been found that the absence of the first call resolution takes into account a minimum value of 30% of the operating costs of the call center!
Bottom line: Invest your people-empower them with training, tools, and powers to get the job done right the first time. After all, Csr is an interface that handles customer issues. One of the primary ways to increase customer satisfaction—and improve the resolution of the first call—is to train consistently ongoingly, training, world-class customer care
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