In the daily operation of a shop, there will not be a lot of stunning things, many Amazon business or customer service will feel that the daily work is stable, even idle, but if asked for performance, the results are basically stable, steady, or slightly decline.
But change is the only thing, so for an Amazon operator, the first thing to do is focus on change, carefully do the details of every day work, so that you can follow the pace of change.
In the previous article, I talked about some of the feelings and practices in the selection and in arranging the employees to do the work. In the actual selection, we will also arrange for some slightly elevated operation, such as meeting the right factory, upgrading the potential products, many small and medium sellers may feel that these actions are not realistic for the small and medium sellers, which is a mistake. At present, many factories have learned and accepted the operation mode of cross-border e – commerce, as long as you are familiar with the supplier, whether you are big seller or small seller, the revision upgrade and specific customization are possible.
For example, when I learned that a big seller in Shenzhen and we were the same supplier, I asked the supplier about the number of purchases, and I felt that the number was too small to be credible, and then after the accounting evaluation, I felt that the figure was basically true. when I told the vendor of the size of the seller, the supplier was surprised, why did such a large seller purchase only such a little bit? The reason is simple, the seller is large volume, but it is based on more than 100,000 SKU distribution created, we are small sellers, but the purchase volume of the unit, completely kill them.
Therefore, the small sellers need not fear because the volume of small, can not get the attention of the suppliers, Amazon single product wins, the king model often gives the small and medium – sized sellers more opportunities of rising, efforts to build a good supplier relationship, to create a larger sales of the unit, based on this, your opinions and requirements, will be the supplier's attention.
In daily customer service, usually includes several aspects of the content needs to be processed: message, a – to – z / return request, negative feedback / review.
For the mail ( message ) processing, my proposal is to take the mail template + personalized response combined with the processing method, mail template to deal with simple routine questions, to improve the efficiency, personalized targeted mail replies to deal with specific incidents and thorny issues, but whether the template mail or targeted replies, to let the reader feel that your response is unique, attentive, customer feel your intentions and sincerity in your mail, can accept and approve your interpretation, so as to solve the problem;
In the case of the dispute ( a – to – z / return request ), I feel that as a seller, there is no need to dwell too much on reason, so it is advisable to simplify the process and reduce the potential loss. When the customer opens the dispute, has been in the dissatisfaction, if can be properly handled at this time, can also reduce the customer's dissatisfaction to a certain extent. If the amount is not high, it is best to be able to refund direct refunds and at the same time mail to customers to apologize, to ease customer dissatisfaction, although may have lost, or even feel Suffocating flexor, but after all, profits are earned, not rely on the reason. Business, maybe you can win the truth, but often also lose customers, of course, for Amazon sellers, should be able to win the truth, but also at the expense of the good performance of the account;
In the negative feedback / review process, many vendors tend to feel awkward and overwhelmed. Bad feedback processing in fact is very simple, first, forget the identity of the seller, stand in the customer's position to see and want to understand the reasons for the bad review, and then give the customer more than expected solution, in this way, most of the bad feedback can be a satisfactory solution. Of course, in the solution, if the email did not get a reply, try the phone to communicate, now easy to apply to a United States home phone number, in the appropriate time, contact the buyer of bad feedback, with courtesy and apology attitude to communicate the explanation, believe that the solution of the bad review will not be difficult.