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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13
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Last Post May 13, 2008 2:13 PM by: maeve@ebay.com
Replies: 50
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deirdre@ebay.com
Posts: 3,846

Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

Apr 30, 2008 2:18 AM
Topic: Member Workshop: Turning Unhappy Customers into Loyal Buyers

Host: hostedsupport
Date: Tuesday 05/13
Time: 1:00 p.m. to 2:00 p.m. Pacific time
Location: Workshop Board

Description: In this workshop, Jerad Schempp, COO of Certified Solution Provider HostedSupport will provide a process for turning unhappy customers into loyal, long-term buyers!

Cheers,

Deirdre
eBay Community Development
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:50 PM
Hi orenrahat. That's a tough one. It's difficult getting people to read anything these days no matter how prominent you place the message. You may be able to address the situation by repeating your return policy as offen as possible, i.e. have in on your listing at the top and the bottom, include it in a shipping notificatin, etc. Sometimes people need to see something a few times before it sinks in.
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orenrahat
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:55 PM
Thanks Jerad,

My concern is that Although I state about my warrenty up and down and I stand by it (some eBayers even mentioned that in my feedback) someone will just slam me one of these days, In the past I could use squaretrade to mediate or use feedback mutual withdrawn, now I'm at the mercy of the client that don't read.

Is there anything I can do more?
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:55 PM
We have about 5 minutes left. Any more questions?
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:59 PM
Sounds like you're doing everything you can orenrahat. Having a solid return policy is one of the best ways to keep customers happy no matter what. Now that it's more difficult for you to address "irrational" customers with feedback, you'll probably have to be more proactive in asking satisfied customers to mention your excellent return policy in their positive feedback. That way anyone reviewing your feedback will have a more full picture to help balance out any off-the-wall customers.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 2:00 PM
Thank you all for attending. As our way of saying thanks, we’re giving away ezSupport for eBay to the next 1,000 eBay sellers who sign up. No tricks. No gimmicks. No hidden charges. It’s 100% free.

Just go to Link and take advantage of this FREE offer.

That’s a $19.95/month value, yours FREE. But you have to be one of the next 1,000 sellers to sign up.

Thanks for your time,

Jerad Schempp
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maeve@ebay.com
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 2:13 PM
This concludes the "Turning Unhappy Customers into Loyal Buyers" workshop. Be sure to check the Workshop Calendar for upcoming workshops.

Thanks Jared for sharing your best practices today!

Thanks everyone for stopping by and we hope to see you at a workshop soon!!!

Maeve
eBay Community Development
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