Templates for Customer Service Backoffice

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1 Templates for Customer Service Backoffice Here are the templates that accompany Mynders Glover s slide presentation from the Kettner Group Live Event. Slide 8: Responding to a Negative review: Hi, Thank you for letting us know about what did not work on the product and please accept our apologies. We certainly don t want you unsatisfied, so I will give you a 100% refund AND you can keep our (product) as my special gift for giving it a try. We are a small family business, and we are so grateful that you supported us and tried out our (product). Without your support and feedback, we would not be in business! Can you please let us know your order id so we can process your refund? You can contact me through the Amazon system Slide 10 Initial 2 Series 1: 8am next day Thanks for ordering the (product) Hi {first_name}: Thanks a lot for taking me up on our amazing offer for the! You've made a smart decision shopping with Amazon and the brand. 1

2 Your order is being processed and you should get it soon. One of the reasons why I am selling this product on Amazon is to get your feedback on the product. I have spent months polishing the design & quality to make sure you get the greatest use from your product...so I'd love to know what you think of it. This will help me understand your creativity needs and make it even better for the future. Once you receive your, please keep in mind (product benefit). I will be in touch in a few days to get your thoughts. Thanks again and you are the best! Regards, P.S. If you have any questions, don't hesitate to reply to this . It goes straight to my inbox and I will respond ASAP! ************************************** 2: 6 days after ordering product Did you receive your Amazon order? Hi {first_name}: 2

3 How are you? I hope you are having a fantastic week. I just wanted to follow up to see if you have received your from Amazon. I would really love to hear your feedback and find out what you think of it. Please reply to this and let me know. Also, leaving Feedback will help us understand your needs even better and also reach more people. Regards, P.S. If you haven't received it yet, please let me know so I can take a look at your order, and I will chase it down from here Responses for Seller central Customer s: Slide 11-1: I Like It; ask to move it over to reviews Hi, Thanks so much for your ! I am so happy that you are enjoying the [PRODUCT] and thanks for your feedback! If you have a moment to post your feedback on our amazon page, that would mean so much to me. A small business like ours depends on feedback like yours. Here is the link! ASIN RIGHT HERE] I hope you enjoy the [PRODUCT] for many years to come. If you need anything else, please do not 3

4 hesitate to me. Slide 11-2: Don t Like IT Hi, Thank you for letting us know and please accept our apologies. We certainly don t want you unsatisfied, so I will give you a 100% refund AND you can keep our (product) as my special gift for giving it a try. We are a small family business, and we are so grateful that you supported us and tried out our (product). Without your support and feedback, we would not be in business! I will issue your refund right now. Should you ever need anything at all, please do not hesitate to let me know. Slide 11-3 I Didn't Receive the Product Hi, I am sorry that you have not received your order from Amazon (that you ordered on with second day shipping). Please check your tracking number through your Amazon account to see where the problem lies in delivery as we don't have access to that. Then, contact Amazon directly to have them ship you another one, if necessary. Let me know if there are any remaining problems, please, and I will track it for you personally. Thank you. 4

5 Slide 11-4 Have not tried product yet Hi, I am glad you received your order! I am so happy that you chose the [PRODUCT]! I realize that there are a lot of options out there, so thank you again for choosing ours. We are a small company & we really appreciate your business :) We would love to know how you like the [PRODUCT] after trying it. Let me know if I can help you out in any way - and we'll take good care of you! Regards, Slide 12: Follow-up to all Refunds offering a free product: Subject: Here is a free Amazon product for you Hi We're sorry you had a bad experience with our product. We truly care and appreciate our customers and want to make things right, so let us make it up to you. We would like to know what we can do to improve our product, if you would like to reply and let us know why it did not work for you we would appreciate it. As our thanks for you giving us a try, we wanted to offer you a free product of your choice. Visit our webpage URL.com/free-product to view your product selection. (This is a webpage you create with your various products from which they can choose.) Here's how to redeem your one free product: Copy and paste the following section into an ..."based on my contact with your Customer service dept., I would like the following replacement product from (your company). Add name of product here." What we ll need from you to process your free product; Original Order ID# from Amazon.com (from the product you purchased) Ship to name and address Then to That s it; we ll take care of the rest and get your free product out to you quickly as possible! Thanks for being a valued (company) customer. 5

6 Slide13: Negative Review Customer Hi, Thank you for letting us know your concerns and please accept our apologies. We certainly don t want you unsatisfied, so I will give you a 100% refund AND you can keep our (product) as my special gift for giving it a try. We are a small family business, and we are so grateful that you supported us and tried out our (product). Without your support and feedback, we would not be in business! We will issue your refund right now. We strive hard to keep all our customers happy with their purchase. Should you ever need anything at all, please do not hesitate to let me know Slide 14: How to Remove Negative Seller Feedback Related to Shipping This is the you will send to Seller Central Customer service. Subject: Removal of Seller Feedback which is really an improper product review To Whom It May Concern: A customer recently posted a product review (see below) saying the item they received was used. We only sell brand new items and all of them are shipped exclusively by FBA. It appears that this item was damaged as a result of the FBA shipping process. We ask that this product review be removed, as shipping damage issues are the fault of FBA and not ours. We have offered this customer a brand new replacement at our cost as well. Thanks for your help. Here is the review that we request be removed: [INSERT PERMALINK TO REVIEW HERE] 6

7 Thanks as always! Slide 15: Positive Seller Feedback Received; Move to Reviews Hi, Thanks so much for posting a great review! I was wondering if you could do me a favor: You actually posted your review in the "Seller feedback" which is different from the "Product feedback or Review area." I would love to see your nice review show up on our product page! Below is your original review. If you wouldn't mind, could you re-post your review on our product page? Here is the link: in=[insert ASIN HERE!] You can just copy and paste your original review: "INSERT PERSONS REVIEW HERE" Thanks for your help! 7

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