Just Launched: Customer Service Video
Our recently posted video explains how to offer the excellent customer service that will help you achieve a better feedback rating and sales. Our very own Amazon Seller Support staff answers these tough questions:
- What practices lead to good feedback?
- How to get positive feedback with canceled or returned orders?
- What to do if a customer is angry?
- What if the buyer posts negative feedback?
Happy viewing!
I will try it, thanks
Posted by: Abhe | July 19, 2009 at 04:01 PM
Hello, I just wanted a little more information about the video. I have a few questions and a comment. My comments is that around six minutes into the video it stalls for me and I am unable to view the rest. I have tried using both IE and Firefox to no avail. There may be a technical issue that needs to be resolved.
My first question is about order follow-ups. When I read Amazon policies there are restrictions about unsolicited email, and I have talked to TAM a few time about sending emails to follow up after a buyer's purchase. The information that I receive is often conflicting and many times I am told that follow-ups are against Amazon rules, at other times I am told they are encouraged. The video seems to indicate that they are encouraged.
We have recently had an issue with email communication that caused our feedback to become lowered. We are actively working to rectify this, and could use any help or advice with regards to customer service.
My question is:
What is the official policy for order follow-up communication? By this I mean sending a personalized email to all customers asking if everything is ok with their purchase, if their order arrived on time, and offering technical support or help with any and all order problems.
Any information or clarification of the rules would be very helpful. Thank you!
That being said I found the video very enlightening and filled with good advice.
Posted by: Mike | May 07, 2009 at 11:07 PM