Customer service is a key responsibility for continuing the growth of your dropshipping business. Satisfied happy customers are always returning customers and it can result in favorable word-of-mouth for your business.
By practicing good customer service, you can build a relationship with your potential customers, new customers, or existing customers
Here are some tips to increase the customer service experience for your customers
#Create Clear Contact Us Page:
Make sure that you have a clear contact us page on your website. Also, let your customer know when they should expect an answer from you, this will make the waiting easier for them.
#Don’t Hide Relevant Information:
Be Transparent. To build trust you need to be honest with your customer. Always try to provide clear information. Give them a clear picture of shipment and delivery time, including items in the package, item parameters, etc.
#Set Up Clear FAQ Page:
Create an organized and categorized FAQ that would make it easier for your customers to know various procedures. An informative and searchable FAQs page.
#Create a “Track Your Order” Page:
The most frequent question that is asked by a customer in dropshipping is:
“Where is my order?”
All they want to know is where their order is. Let your customers track their shipment by themselves. Add a “Track Your Order” page on your website and generate dynamic links like or use separate track your order integrations.
#Feel Free to Contact Your Suppliers:
Suppliers play a vital role to keep up a good relationship with your customers. They pack and ship everything for you. So you have the right to ask to speed up shipping or to resend an item for free if your customer received the item faulty.
#Manage Delayed Orders:
Sometimes due to holidays, customs, stock or any other issues, suppliers may not be able to ship and deliver on time. It may harm your regular process. In such a situation, it is better to contact the customer immediately and tell him/her the exact reason for the delay. Assure your customer that the order will be processed as soon as you overcome the limitations. This will help build up a trusting relationship with your customers.
#Be Extremely Polite:
There’s a saying called, “Customers are always right.”
Say sorry even if it’s not your fault.
Sometimes customers often don’t pay attention to some details such as shipping & delivery details, size chart, their own address details, etc. Then why do we need to apologize?
Sometimes the most irate customers can become your most loyal customers. Be calm and stay polite against angry customers. Regardless of how irate they are about your product or service, show them sympathy and personal involvement.
#Answer in Time:
Value the time of your customer and they’ll value your business.
Customers don’t want to wait hours or days for getting answers to their queries. You can lose potential customers only because of a late response. Customers expect you to be real quick and provide solutions to their issues. You need to make sure that you always understand your customer’s problems and give the correct solutions to them.
#Give Short Yet Informative Answer:
Here’s an example of an email:
Hello!
Could you please tell me my tracking number? Thanks!
How shouldn’t answer:
Hello!
Your tracking number is TR09783456HU.
Yours faithfully,
<Store Name>
How you should answer:
Thank you for reaching out to our customer support.
The tracking number of your order is:
You can track it easily by clicking on the following link:
Your order is due to be delivered within 10-12 business days (that’s 12-16 days in total).
It is advised to track the order online every 2-3 days in order to have the most up to date information on the shipping progress.
We are here for any inquiry, do not hesitate to contact us.
Best Regards,
<Store Name>
Include a nice intro, give detailed answers and maybe attached a screenshot for clear communication.
Create templates for different cases or most answered questions. Start to use them to simplify the communication process and save time.
#Use Answer Templates:
When you’re communicating with your customers, you will generally get many common questions regularly. Create templates for different cases or most answered questions. Start to use them to simplify the communication process and save time.
#Ask for Photos/Videos:
Sometimes your customer may lie. If a customer complains about product quality or they say that they received a faulty product, ask customers to send photos or a video of the product they received.
Here’s an example:
Hello!
I received my leggings in yellow color but I ordered black color. I want a refund.
What to answer?
Hello!
We apologize for your inconvenience.
Please send us clear photos of leggings and a picture of its original packaging.
We will investigate your issue further and reship the leggings in the right color for free!
Thank you very much in advance. I look forward to hearing from you.
Best Regards,
<Store Name>
#Reship:
Want to avoid a refund? Then the solution to that is reshipment.
Whenever you’re shipping or delivering a product to your customer, they may receive the product faulty or not in the correct size/color. In these situations, most of the customers ask for a refund. But you can offer your customer to consider reshipment without forcing them to change their mind.
If you reship product, then you show the supplier the photos of the faulty or wrong shipment that you received from the customer and ask them to resend the item for free.
#Create Standard Return Policy:
There may be some cases when a customer may not be satisfied with your product and ask to return the item.
If your customer received a defective product and would like to return it, listen to their complaints and try to resolve the issue. Make sure your supplier is offering an easy return policy. Set up a standard procedure to handle customer returns efficiently.
#Give Discounts:
Discount is a great weapon to convert your dissatisfied customer to a satisfied customer.
When you get customer complaints (the item was lost, the delivery is extremely delayed, the color is wrong, etc) and if you offer discounts with relevant solutions, it helps to ease tension and change your customer’s mind.
Here’s an example:
Hello!
I received my leggings in yellow color but I ordered black color. I want a refund.
What should be your answer:
Hello!
We are incredibly sorry for the trouble with your order!
We would like to offer you a reshipment of your order for free.
We would like to make amends and give you the promo code DISCOUNT15 for 15% off your next purchase.
We hope that this misfortune didn’t cause you much inconvenience and you will have a great buying experience in our shop in the future.
Kindly let us know if you have any questions or if there’s any way we can be of help.
Yours faithfully,
<Store Name>
Your positive and right response will make your customers understand that you understand their situation and care about them.
Happy customer!
#Follow Up After-Sales:
To maintain good relations with your customers, contact your customers and thank them for doing business with you. Ask how well they are pleased with your product or service. It will make your customers feel important and that you care.
Focusing on customer service and becoming better helps customer loyalty because you make them feel important and your dropshipping business boosts sales.
A standard, precise and clear customer service standards meet your customer requirements and allow you more time to concentrate on growing your business. So set up your support channel, create specific customer service standards and be great at managing customer expectations can help you satisfy customer demands.
Keep connecting and keep growing.
