⏱ Customer response time
- Answers given to customers must be given within 24 working hours maximum.
- The Back Market interface should be your only means of communication with customers.
💌 Writing messages to clients
Our first mission is customer satisfaction, that's why you are rated by our customers. For each message you send, they can give you from one to five stars according to the following criteria:
🦸🦸 So always remember to answer him in a pleasant, efficient and quick way.
Give him as many details as possible. In particular for technical problems, we advise you to explain to the customer what you have repaired, where the problem originated, or how the customer could have avoided it.
- The customer will be pleased to see that you take the time to explain the situation.
We also remind you that it is forbidden to request videos from customers in any case. Indeed, making a video is often difficult for our customers, and downloading it on the conversation is sometimes impossible (technical limitations). Also think that making a video never solves the customer's problem contrary to your actions!
Remember to respond to any open request, even if it is just a "thank you". The last message must be yours.