🌟 Customer Delight: Going Beyond Basic Service
Hey Sellers!
Let's talk about exceeding customer expectations while staying compliant with Amazon's policies. Small touches can make a big difference in customer satisfaction and repeat purchases.
Why This Matters
Standing out in a crowded marketplace isn't just about prices - it's about creating memorable experiences that keep customers coming back.
📦 Approved Ways to Delight
- Packaging Excellence
- Right-sized boxes to prevent damage
- Professional, clean packaging materials
- Secure wrapping for fragile items
- Neat, organized presentation
📝 Clear Communication
- Prompt responses (within 24 hours)
- Proactive shipping updates
- Clear return/refund information
📋 Product Information
- Detailed, accurate descriptions
- Clear, high-quality photos
- Helpful usage instructions
- Important care details
🛡️ Problem Resolution
- Quick acknowledgment of issues
- Clear solutions offered
- Follow-through on promises
- Professional documentation
Pro Tips:
✅ DO:
- Focus on product experience
- Respond promptly
- Keep detailed records
❌ DON'T:
- Include marketing materials
- Request reviews
- Share contact info
Share Your Experience:
What's your best customer service win?
Any creative (but compliant) ways you delight customers?
🌟 Customer Delight: Going Beyond Basic Service
Hey Sellers!
Let's talk about exceeding customer expectations while staying compliant with Amazon's policies. Small touches can make a big difference in customer satisfaction and repeat purchases.
Why This Matters
Standing out in a crowded marketplace isn't just about prices - it's about creating memorable experiences that keep customers coming back.
📦 Approved Ways to Delight
- Packaging Excellence
- Right-sized boxes to prevent damage
- Professional, clean packaging materials
- Secure wrapping for fragile items
- Neat, organized presentation
📝 Clear Communication
- Prompt responses (within 24 hours)
- Proactive shipping updates
- Clear return/refund information
📋 Product Information
- Detailed, accurate descriptions
- Clear, high-quality photos
- Helpful usage instructions
- Important care details
🛡️ Problem Resolution
- Quick acknowledgment of issues
- Clear solutions offered
- Follow-through on promises
- Professional documentation
Pro Tips:
✅ DO:
- Focus on product experience
- Respond promptly
- Keep detailed records
❌ DON'T:
- Include marketing materials
- Request reviews
- Share contact info
Share Your Experience:
What's your best customer service win?
Any creative (but compliant) ways you delight customers?
61 replies
Seller_W0UadCH7lVBVG
What we have done today, to meet customers delivery expectations (to be on time for delivery) is to extend the shipping days on all items by 2 days...to meet the new OTDR! Isn't this new OTDR just great everyone!?!
So the good news is the customer will be delighted it arrived on time, as shown on their order, the bad news is that many customer won't buy on Amazon because estimated delivery times are now longer...but we Sellers must be compliant eh!
Seller_tjfNrkjGXVN1a
Ha - they've just told us they're moving us to automatic dispatch times because we were shipping too fast. Maybe they'll move us back when the late rate goes up.
That's actually a pretty good example - you have two conflicting incentives (tell the customer the truth vs lie to get more sales) and suppliers are penalized at both ends.
Amazon's policy is minimise liability, maximise revenue extraction. That's all. Sellers are not valued. Forward thinking is not valued. There is a process for everything, and it's generally in conflict with the previous process.
Seller_d8WfbEccuaGMc
Do all of this and still only around 3% of your customers will leave you a positive review.....
Seller_ZQyopdiwkUHOZ
If everyone does it then going beyond basic service causes that to become the NEW basic service, and then becomes what's expected by customers.
We shouldn't be training customers to be entitled. We should be treating people fairly and be able to count on them doing the same to us.
Seller_9fA2L82vl2c6V
If Amazon treated sellers with some decency, sellers might be inclined to provide excellent customer service. Our customers on every other platform receive the basics and MORE.
Most customers on every other platform talk to us with some respect and understanding. We don't consider Amazon Customers our customers. 99% think they're buying from Amazon and playing with Amazon's money. None of them know how to talk to a human being because they are treating us like Amazon.
Seller_RguKGMHvWFmo3
Of course if Amazon could make sure customers actually read that would help, if Amazon ensured customers knew that not everything on Amazon is from Amazon i.e. its like Ebay that its a third party platform in the main that would help.
What also would help is auto 5 star feedback if no feedback is provided as Ebay does. Instead sellers are penalised by one grumpy customer because they cannot read the description or a delivery is delayed through no fault of the seller. We then get threatening banners on our Account Health.
So Amazon as 3rd Party Sellers are YOUR CUSTOMERS, what are you doing for us YOUR CUSTOMERS??
Seller_tYIgM6wT5yn9H
Product Information:
Detailed, accurate descriptionsClear,
high-quality photos
Helpful usage instructions
Important care details.
How can we follow these tips when you are not allowed to change listings that are already in Amazon catalogue??
You get a message saying “you are not authorised to change this listing”
Seller_3WVvHH28i7NpZ
I'm new to selling on amaon,
But in my view they are the ones preventing us from providing the best service we can. On other platforms of a customer has an issue, they message they seller and it can generally be resolved... Answer questions, apologize for delay, offer a partial refund or to send a replacement item exc.
But we don't have that opportunity here, instead customers get a robotic response that only causes them more frustration.
And what's with not being able to reply to product reviews? I had one 3* review left witch was purely customer error, had I of been able to connect I could of explained therefore leaving the customer satisfied.
If they don't stop treating us like robots - nothing will change.
Seller_AlYpsVHv0gj21
Ive only just seen this message even though it was apparently put out 2 months ago
Xander I would suggest you spend your time answering queries about things that sellers are actually interested in.. Just glance through some of the recent threads to see what things are genuinely causing sellers problems.
(And by the way you could delight this seller by not starting off you piece by using the phrase "Hey sellers!" . I know using "hey" in this way has been popular for some years but it still grates with oldies like me. It sounds like Donal Trump calling to me from a long way off )
