How to Increase eBay Customer Satisfaction

If you are growing any business the key to long term success is maintaining customer satisfaction. An eBay business is not an exception to the rule. If you have satisfied customers on eBay they will come back and buy from you again.

Instructions

1. Be honest when describing the item you are offering for sale. Do not conceal damage or portray the condition to be better than it is. It is much better if the customer receives their purchase and feels it is better than described, then to receive it and feel you misled them.

2. Provide clear policies and terms of sale for your customers to ensure that there are no surprises. Let them know what you expect from them and what they can expect from you. Be sure to clearly state what your return policy is.

3. Personalize communication. It is ok to use the eBay checkout and invoicing system, but at some point during the transaction you should also send a more personalized direct email. This can be sent after payment is received letting them know when their package will ship, or after the package has shipped letting them know it is on its way. Use your customers name in the correspondence and include a signature at the end of the email with your name and contact information.

4. Offer your customers choices. It is a good idea to offer multiple shipping and payment choices so your customer can choose the ones that work for them.

5. Ship promptly. It is best if you can ship within 24 hours of receiving payment, but if you do a high volume of eBay sales that might not be possible. If you do not want to ship daily, then pick a couple of days of the week for shipping and be sure to state in your auction which days you ship on.

6. Enclose a business card in every package that you ship. You might also want to consider putting a small gift inside of your packages, even if it is just a lollipop or a couple of pieces of candy. This little extra touch can go a long way in increasing customer satisfaction.