5.6 Customer service

Communication is important in establishing a good relationship between you and your customers. While Customer Relationship Management (CRM) should be relatively simple at the beginning stages of your business, more questions and issues will arise once you start expanding your business. Always keep a channel for enquiries whether, by email, live chat or phone number – your customers must be able to reach you.


Start off with setting up a FAQ page on your website and create a simple template for common questions you will receive such as:


  • Why haven’t I received my parcel yet?  
  • How do I return an item?
  • How long is the return process?
  • Can I get a refund?
  • How do I cancel an order?