Excellent communication builds trust and customer loyalty.

Response Time Standards:

• Initial response: Within 2 hours during business hours
• Order inquiries: Within 1 hour
• Complaints: Within 30 minutes
• General questions: Within 4 hours

Communication Channels:

• In-platform messaging system
• Email support
• Phone support (for premium sellers)
• Social media channels

Professional Communication Tips:

• Use polite and professional language
• Address customers by name when possible
• Provide clear and detailed responses
• Follow up on resolved issues
• Maintain consistent tone across all channels

Turn complaints into opportunities to demonstrate excellent service.

Complaint Resolution Process:

1. Listen: Allow customer to fully explain the issue
2. Acknowledge: Show understanding and empathy
3. Investigate: Gather all relevant information
4. Resolve: Offer appropriate solution
5. Follow-up: Ensure customer satisfaction

Common Complaint Types:

• Product quality issues
• Shipping delays
• Wrong items received
• Damaged products
• Billing discrepancies