In many ways, online customer service is even more important than offline service.  Online, your competition is closer, just a click away instead of across the street.  Customers themselves are becoming more sophisticated and they are demanding better and better service.

Throughout the Service Tips for Sellers series we have been compiling the top 10 customer service strategies that work for sellers on Etsy. They include:

1. Think about your own experiences as a consumer – Many forget to think about what you want when you are a customer.  How do you want to be treated?  The last time you had a problem, what outcome made (or would have made) you happy?  There is sometimes no better way to come up with ideas for dealing with your own customers.

2. Develop a clear shop policy – Shop policies help inform your customers about what to expect when purchasing from you and help make the transaction a smooth one.  For more about shop policies, check out the Hello Policy article.

3. Thank your customer for their purchase – Always say thank you.   A good rule of thumb is to end every interaction with a thank you.  You can’t say “thanks” too often.  And mean it – your customers are your lifeblood – allowing you to make a living (or at least a bit of extra cash) making things.

4. Avoid discouraging or negative words – Instead of “I can’t,” use a positive but truthful alternative such as “I’ll try.” Another good phrase? “That runs against my usual policy, so let’s try to come up with an alternative solution.”

5. Let your customers think you have all the time in the world – Even if you don’t have all the time in the world, a relaxed tone of voice and patient approach with customers will go a long way to keep customers completely satisfied – even when they don’t get what they want.

6. Appreciate the customer who complains – You should always say, “Thank you for bringing this to my attention.”  There are studies that show that if a customer complaint is resolved, as many as 90% of those unhappy customers will purchase again.

7. Avoid minimizing the customer’s problem – The customer does not care if you’ve heard about the problem before or if someone else had a worse problem.   Every customer wants her problem to have your undivided attention. Direct your energy toward solving the problem at hand.

8. Make sure happy endings really happen – Make sure to follow up after a transaction to ensure your customer received the package and is happy with their purchase.

9. Communicate – Be sure to send an email or convo after the purchase and when the purchase is shipped.  If you are going to be late sending out your item, send a message letting the customer know.

10. Stick to your promises – Make sure to stick to your promises.  Be sure you have clear and specific item descriptions, including measurements, materials, colors, etc. and make sure the item you deliver matches exactly.  If you say you are going to ship the item on Wednesday, ship the item on Wednesday.

Remember that each of your customers has friends — and happy customers are the best referrals.

More about Service Tips for Sellers Series: Running an online business has many perks, like the ability to remain somewhat anonymous behind a computer screen (and maybe even working in your ‘jammies).  But that computer screen does not preclude interaction with customers. Good online customer service may be even more important than offline: good service gives buyers the peace of mind that they are buying from a trustworthy and reputable seller.  As an online entrepreneur you have the opportunity to provide excellent communication, create a friendly face for your shop, and promote repeat business.