EB was so shocked to read (and got tons of tips about) the latest Storque addition to their exhaustive, pompous, and fatuous Service Tips for Sellers Series, that we just had to highlight the following sections for you:
"Good service solves a problem, even before a customer knows that they have one. It is delivering what people expect to receive. To achieve great service is to get below the surface of the an issue and deliver solutions that no one expects."
"Great service is listening, learning, assessing, and ultimately refining your approach..."
"Great service isn't easy to achieve... Ultimately, great service requires sound judgment every day to adapt to the needs of the customer... This is a process Etsy.com is constantly refining as well."
While EB wholeheartedly agrees with many of the customer service tips that are ACTUALLY PRACTICED by the companies Etsy listed (Zappos, Amazon and The Container Store) we are still searching for a formal Customer Service Policy on Etsy, where Etsy is actually taking care of sellers’ questions and needs on a daily basis.
We could provide a list of great service that Etsy DOES NOT provide, but we get caught up in the bannings, mutings, and odd Town Meetings that are set up to confuse sellers and still not make changes sellers want – and need.
Maybe because Etsy found out that "Great service isn’t easy to achieve" Etsy figured it was just too much work to provide professional, consistent, and timely customer service. Why, Etsy is so busy learning about other companies that do it right, and doing hundreds of other things that have no impact on ecommerce and seller support, that they FORGOT to practice what they now preach.
Etsy also forgot WHO their primary customers are - the sellers.