If you’re in online retail, you know how interacting with customers and providing ongoing support can be a challenge. In between answering questions, providing product specs, shipping orders and dreaming up new products, how in the world are you supposed to do it all with grace? Below I’m sharing my favorite practices for foolproof customer service that has left me with a near spotless review record on Etsy. Let’s get to it, shall we?

Respond genuinely to each client

This may be the hardest one to do consistently, but I believe it’s the most important! When a customer comes to you with a complaint or is asking you to help them solve a problem, it’s crucial to be empathetic. Let them know that you hear their concern, and you’re going to do all you can to help them solve it. Use your knowledge as the shop owner or designer to help them solve that issue quickly and efficiently.

If you find yourself receiving the same queries over and over, it may be time to quality check your product line to ensure there aren’t any quirks to work out. In the event that every other customer requires support in order to determine how to use your product, for instance, then it’s time to include some instructions or simplify the product itself.

Listen on social media

Your customers are more likely to share candidly on a laid back social media platform. If they have any issues with your services or products, they will most likely take to the internet to share it! When you receive feedback on one of your brand’s social channels, be sure to respond to that comment, and take that feedback into consideration. In my experience, a growing number of customers are more likely to voice a customer service query or complaint on social media than via my website. Responding to each query, or taking their candid feedback into account, helps me resolve matters quickly and effectively.

Create a FAQ page

Do you ever receive the same question over and over again, just from different customers? If you find that you have a select group of questions that people keep asking, it’s time to compile all that info into a comprehensive FAQ page! Before getting in touch with you directly, most of your customers will search your website for an answer, whether it’s about your return policy or where you source the beeswax in your organic lip balm. Do yourself a favor and put up a FAQ page that answers any question they could ever have! This will cut down on time spent answering the same query repeatedly, which gives you more time to do more of what you really enjoy.

Reply promptly

This may go without saying, but do your best to respond to customer inquiries as promptly as possible. Faster response times result in happier customers, which leads to more word of mouth referrals and happy reviews! I understand we all can’t, and shouldn’t, sit in front of our computers all day waiting for a customer email to come in. But when we do see a query in our inbox, it should become top priority, not float to the bottom of the pile for four days straight.

Serve humbly

Whenever we receive a snarky customer email, or someone gets in touch with a negative experience, it can be easy to go on the defensive immediately. As challenging as it can be sometimes, I’d encourage you to take a deep breath, and move forward with grace and humility. Remember that you are here to serve your customers, even through rough experiences, and a kind and caring attitude have more potential to turn a negative into a positive than a sharp tongue or short answers will. Remember that some customers will be impossible to please no matter what, so kill ’em with kindness and do your best to end things on a high note.

As a shop owner, what tips for customer service have you found to be most helpful for your business?