Customer service is one of the skills Ghanaian sales and shop employers ask for most often. For a small online seller it matters even more, because customers cannot see your face or your shop. Every message you send is your shop counter, your smile and your reputation.
Reply well
- Reply quickly. You do not have to answer instantly, but a long silence makes people buy elsewhere. Use an away message when you are busy.
- Greet and use names. "Good morning, Hawa. Thank you for your message" feels warmer than "Yes?".
- Answer the actual question. If someone asks the price and delivery to Ho, give both.
- Be clear and honest. Do not promise delivery tomorrow if you are not sure.
- Use the customer's language where you can. A reply in Dagbani, Twi or Pidgin can make a customer feel at home.
Set clear rules before problems happen
Decide and share your rules on:
- Returns and exchanges: can a customer return an item? Within how many days? In what condition?
- Refunds: when will you refund, and how quickly?
- Damaged or wrong items: what you will do, and what proof (such as a photo) you need.