Transcripts
1. Hello & Welcome to Class!: Have you ever wished that
you had an assistant? One that's an expert
in communication, customer service, and research. And what if this
assistant was on call 24/7 and was absolutely FREE? Well, let me introduce you to your new AI assistant, ChatGPT. ChatGPT is a total
game changer. As Etsy sellers, we often face unpredictable customer
service scenarios, and knowing what to
say can be tricky. But with ChatGPT, it's a breeze. Check this out. Now, let me introduce myself. I'm Kelly Bren Burke. I've been selling
on Etsy since 2013, and I've achieved
over 14,000 sales. My shop is consistently
a Star Seller and it's in the top 1%
of all Etsy shops. And I'm here to spill
ALL my secrets. This is the third class
in my Etsy series, so be sure to
follow me to be the first to hear about
the next one. I know you're busy,
so I packed lots of valuable information
into just 40 minutes. In this class, you'll learn
how ChatGPT can help you craft friendly and
professional Auto replies, Saved replies, FAQs, and responses to both positive and negative customer feedback. After this class, you'll
be able to save time, give five star service, and ultimately, improve
your shop success on Etsy. This class is designed
for all levels of Etsy sellers, from
newbies to pros. And you'll get lots of great resources to
support you throughout. Join me in the next lesson and I'm going to tell
you all about them.
2. Class Project & Resources: In this class, we're
going to create practical and effective
customer service scripts using ChatGPT. There's a class workbook to support you under the
Class Projects tab. It includes six responses to
positive customer feedback, six responses to negative
customer feedback, prompts that will
help you create your own custom Auto replies, Saved replies, and FAQs, and a Privacy Policy that you
can copy, paste, and edit. I'm also going to share some of my favorite scripts
for customer service. You're welcome to steal mine or to ask ChatGPT for help in customizing one that's perfect for your brand and
your audience. This class is designed
to be actionable. So be sure to post your progress in the
Class Project Gallery. There's prompts at the end
of each lesson that will give you some effective
scripts that you can share. You could share your
new Auto replies, your Vacation reply, your Saved replies, FAQs, or any response to a
customer service scenario. You can upload your project and then edit it
as you go along. Ready for the next step? Download the class resources, and I will see you
in the next lesson.
3. Crafting Your Etsy Shop Policies: Hello, and welcome
to the first lesson. Let's talk about
Etsy Shop Policies. First, let's look at what
ChatGPT says about why it's important for Etsy Sellers
to have clear policies. And yes, ChatGPT is that fast. You're welcome to pause
and read the answers. Here's a one liner about the
importance of shop policies. Establishing clear customer
friendly shop policies can prevent disputes and
enhance buyer trust. We're talking about policies
first, because before we jump into creating your FAQs
and auto saved messages, we need to get clear
on your policies. We're going to look
at my policies in the shop manager
on Etsy in a second, but let's review what the
shop policies are first. Etsy shop policies include
Returns and Exchanges, Cancellations, Privacy,
and Fixed Policies. Okay, now we are in the
Shop Manager in Etsy. and I'm going to go
to the Settings tab. And then from there,
we're going to go to the Policy Settings. And so here are the
Policy Settings that we talked about
earlier in the class. First, we'll talk about
Returns and Exchanges. Here's the Returns
and Exchanges tab, and there's a link here
that will talk you through Etsy's policies about
Returns and Cancellations. So that is there
for your reference. It's within the
Etsy Help Center, and you can find lots of answers
to your questions there. Okay. So this is
my return policy. I'm going to just hit here. I accept returns and exchanges, and my time frame is in
within 30 days of delivery. Whoops, I just changed it to 21. I want to have a
generous return policy, and exchange policy
because I would rather have a return or an
exchange than a bad review. And if you don't give customers the options to do
returns or exchanges, they'll feel that leaving a bad review is
their only recourse. And so they will.
Because reviews are so important to the algorithm
on Etsy and for buyer trust, I want to do everything I can to maintain my five
star review average. And here it says that
the buyer must contact me and ship the item back
within 30 days of delivery, and that indeed is my policy. However, what I don't tell customers is that I'm
actually pretty flexible within the first 100 days after
the order because that is how long a customer has to write a review
or edit a review. That is the Returns
and Exchanges, and here is Cancellations. If a customer places an order and then decides
that they no longer want it, they would ask to cancel it. Here, I say I would accept a cancellation within
2 hours of purchase. But really, I will offer a cancellation right up until the item goes
in the mailbox, because again, I would rather have a cancellation
than a negative review. If the customer is just
going to return it anyway, I don't want to spend
the extra time and money shipping the item and refunding it and
that kind of thing. It just makes sense to me that I will offer the cancellation. Here is the Privacy Policy, and Etsy gives you a little
bit more information. There's a
sample privacy policy within the Etsy Seller Handbook. Let's take a peek. Here's a sample privacy policy within the Etsy Seller Handbook. And what it does
is it shows what the privacy policy is of
Nathan Martin of France. And so this article has
a lot of information. In addition to his
privacy policy, it has some commentary from Etsy. What I did for you is, I copy/
pasted the privacy policy, and I deleted Etsy's commentary, and that's a privacy policy that you could choose to
use for yourself. You'll find that privacy policy within the project
and resources area. Lastly, there are the
Fixed Policies which include Estimated Delivery Dates and Custom and Import taxes. The Estimated Delivery dates. This article will explain it, but those will depend on how long it takes for you
to process the order, whatever you set up, as well
as your shipping person. I use USPS, so I have it set up to USPS
shipping time frames. For the Custom and Import taxes, that applies to
international shipping to buyers outside your country, and essentially, the
policy is buyers are responsible for any customs and import taxes that may apply, and sellers are not responsible for delays due to customs. So that's what the shop policies look like within the
shop manager in Etsy. Okay, so for your next steps: Review your current
shop policies and revise, if necessary. And then implement
any missing policies based on Etsy's guidelines. Let's take a quick break. I will see you in the next
lesson when we talk about understanding Chat GPT,
your AI assistant. I will see you then.
4. Understanding ChatGPT: Your AI Assistant : Welcome back. In
the last lesson, we discussed the importance of establishing clear policies
for your business. Now, let's talk about ChatGPT. I'll have ChatGPT
introduce itself. If you'd like to
read it, just pause. I'm going to move on
to the next slide. In short, ChatGPT
can help Etsy Sellers by providing personalized
advice on optimized listings, marketing strategies,
and customer engagement. In fact, you can ask ChatGPT for assistance
on almost anything. Next, let's talk about one of the most important things
to remember about AI. It's "Garbage in, garbage out". In computer science, "garbage
in, garbage out" means that flawed or poor
quality information produces a result of
a similar quality. You can avoid "garbage responses" by being specific
with your prompts, which are the questions
that you ask ChatGPT. I asked ChatGPT how to create effective prompts. You'll see in the answers
that ChatGPT pulled info from my profile to
customize the examples for me. In the next lesson,
we'll talk about how to set up a customized
profile for you. Eight tips for
effective prompts: First, be specific
with your request. For example, instead of asking, "Tell me about Procreate? Ask, "Can you explain the basic
features of Procreate, the digital art app?" Number two: Limit the scope. For example, "Give
me three tips for improving my Etsy shop's SEO." Number three: Set
clear constraints. For example, "Give me five tips for promoting
my Skillshare classes. Each tip should be no
more than two sentences." Number four: Provide context. For example, "I am an Etsy Seller looking to
improve my listings. Can you give me tips on writing product descriptions
for handmade jewelry?" Number five: Specify
the audience. For example, "What do beginners need to know about
the Procreate app?" Number six: Ask for
resources or references. For example, "Can you
recommend some good books or online resources for learning advanced techniques
in Procreate?" Number seven: Include examples of what you like
or you don't like. For example: "I dislike grand
promises in sales copy. Can you help me write a
product description for a new necklace that is
honest and appealing?" Number eight: Ask
for common pitfalls. For example, "What are common mistakes new
sellers make on Etsy, And how can I avoid them?" Next, let's take a peek at
how ChatGPT is set up. It's really simple for
such a powerful tool. At the left is a list of my past prompts and the
answers if you click on them. Pro tip: if you have another
question for an old thread, you can return to it and ask ChatGPT to remember
the past context. In the middle at the bottom,
you type your prompt. Your profile is in
the upper right. We'll talk about that
in the next lesson. When you get a response, there are little
icons at the bottom. The first audio icon will
read your answer aloud. The second icon will
copy your answer. The third arrow icon
means to do over. Pro tip: instead of doing that, I would tell ChatGPT exactly why you didn't like the answer or why you
want a different answer. Thumbs down is pretty
self explanatory. And the star icon
tells you which version of ChatGPT was used
for your answer. Next steps: List at least
three specific tasks you want ChatGPT
to help you with. You're welcome to submit your
list as a class project. You just might give
others some inspiration. I'll see you in the next lesson. We'll talk about customizing
your profile for maximum efficiency with
your AI assistant. I will see you.
5. Setting Up Your ChatGPT Profile: Welcome back. In
the last lesson, we explored Chat GPT. In this lesson,
we'll walk through customizing your
Chat GPT profile. This is a really
important lesson because a well customized
profile ensures that you'll receive accurate
and helpful responses that are tailored to
your shop's needs. Your shop policies and
customized chat GPT profile will be building blocks for the
next lessons on auto replies, saved replies, FAQs, and
responding to reviews. We've talked about garbage
in garbage out before, and it bears repeating. Setting up a really thorough
customized profile will help you get the best results
from your AI assistant. To customize your
profile in Chat GPT, click on the Red circle with your initials in the
upper right corner. You can customize Chat
GPT in two areas, Custom instructions, and how would you like
Chat GPT to respond? In both areas, Chat GPT
has thought starters. For the custom instructions, the thought starters include,
where are you based? What do you do for
work? What are your hobbies and interests? What subjects can
you talk about for hours and what are
some goals you have? For Chat GPTs response. Thought starters include how formal or casual
should chat GPT be, how long or short should
responses generally be? How do you want to be addressed? And should Chat GPT have opinions on topics
or remain neutral? Here's some ideas
for your profile. It could include
shop information, policies and procedures, product details, and details about your preferred tone
and style of communication. Next, let's break down each bullet point and
then look at an example. For the shop information, you could include
details about your shop, your products, maybe
some fun facts, stats, if applicable,
mission, if applicable. Here's a shop
information example. Shop. Gem Spy Kelly is a handmade jewelry shop established in 2013
in Minneapolis, Minnesota owner,
Kelly Bren Burke. Products, quality, hand beaded pearl and
Gemstone bracelets and necklaces with
Sterling silver and 14 K gold filled metals. Fun fats. I've been employed since 2015 as an
artist and educator. I have a beloved 11-year-old
bulldog named Murphy. I am a late to the party, but ardent Taylor Swift fan. In a previous life, I was a bookstore manager. Stats, over 14,000
sales to date, consistently a star seller on C, 4.9 review average in the
top 1% of all EC sellers. Next, you could
include your policies and procedures in your profile. Policies and procedures
may include returns, exchanges, cancellations, processing times,
and shipping times. Here's an example of
policies and procedures. Returns and exchanges:
official policy, I accept returns and exchanges within 30
days of delivery. Real policy. I accept them
within 100 days of delivery. Cancellations: official
policy, I accept cancellations within 2 hours
of purchase, real policy. I accept cancellations
until the package is in the hands
of USPS, shipper. Processing times: I ship within one to four
business days of purchase. Shipping times: I
offer free shipping. For USPS Ground Advantage, USPS estimates two to five
business days in transit. For Priority Mail, USPS estimates two to four
business days in transit. I always include
this line when I'm talking to customers
about shipping times: "USPS doesn't guarantee
their time frames, but they are usually accurate." You can never guarantee when
an order will get there. All you can do is promise to do your end of the deal before you hand it off to your shipper. You could also include
your product details, like your information on
customization options, custom orders, materials,
gift wrapping and packaging, care instructions, and FAQs. Here's an example
of product details. Customization:
Bracelet lengths are custom made 6 to 9.5 inches. Choose sterling silver or 14 k gold filled
metals at checkout. Custom orders: I don't
accept customer orders. Materials: I use
authentic pearls and gemstones. Free
gift wrapping: Every order arrives in a navy jewelry box with
ribbon ready to gift. Care instructions: I and many other jewelers recommend removing
jewelry while bathing, swimming, and sleeping to prolong the life of the jewelry. Last, I recommend
that you provide ChatGPT with tone and style
options for communication. I have a list here for you. You could choose two or three of these options or
create your own list. My suggestions
include: professional, friendly, casual, helpful, concise, enthusiastic,
empathetic, cheerful, reassuring, detailed,
polite, and witty. Okay. Next steps: Create a detailed
profile for ChatGPT. Include your shop
information, policies, product details, and preferred
communication style. Test and refine the profile. Let's take a quick break. In the next lesson,
we'll discuss leveraging your AI assistant for customer
service. I will see you soon!
6. Improve Your Service With Auto-Reply Messages: Welcome back. In
the last lesson, we discussed the importance of customizing your
ChatGPT profile. In this lesson, we're
going to explore how AI can help you with
customer service. Would you like to save time, improve customer service, and be free of Etsy messages
in your off hours? Can I get a "Heck, Yes!"? Let's start with using
Auto reply messages in Etsy. There are two types of
Auto reply messages in Etsy, Weekly and Temporary. Let's start with my favorite,
Weekly auto replies. This option lets you set up an Auto reply schedule
that repeats every week. You can select the
days and times you're available through the week
to respond to messages, and any messages
you're sent outside that availability will receive
an Auto reply in response. In order to set
Weekly auto replies, your available hours must be at least 8 hours long
on the days you choose, and you need to select at
least four days a week. I use these auto replies
seven days a week. Temporary auto replies
are for when you'll be away from your shop for
a set period of time. These Auto replies are sent in response to messages
you receive over the duration of time you select, from an hour to a
maximum of five days. Etsy says, "If you need to set an auto reply for longer
than five days in a row, consider putting your
shop on vacation mode." Kelley says, "In my experience, you're better off extending your shipping
times, if possible. Both vacation mode and extending my shipping times have affected my sales
negatively after, but vacation mode even more so." Both temporary and
weekly Auto replies are only sent in response to
the first message a shopper sends you and count as a reply towards your Star
Seller Messaging score. This is what Etsy says about
the Star seller program: "Star Seller celebrates and
rewards Etsy sellers who have a proven record of providing
excellent customer service. One of the qualifications for Star Seller is that you must respond to the first message
on a thread within 24 hours." If you'd like more information
about Star Seller, I talk about it at length in my first class in my
Etsy course series. Let's look at Auto replies
within the Shop Manager. You access Auto replies
by tapping on Messages. You set up Auto replies in
the upper right corner. Here's the Temporary
auto replies. Etsy's standard is to get back to the customer within
the first 24 hours, so my Weekly auto
reply covers that. Here's how my Weekly
auto replies are set up. Do you want to steal my weekly
auto reply? Here you go: "Hi there. Thanks so
much for your message. I'm currently away
from the shop, but I'll get back
to you tomorrow. In the meantime,
feel free to check out my full listing
descriptions and shop policies for answers
to common questions. Talk soon, Kelley" Pro tip: you can copy/paste
information from help. etsy.com to ChatGPT when you ask for help
with your Auto replies. This trick will help you in lots of other scenarios as well. It gives detailed
information to the AI without much extra
work from you. Okay. Ready for the next steps? First, set up a Weekly
auto reply in Etsy. You can steal mine or ask Chat
GPT for help with yours. If you'd like, you
can also set up a Temporary auto reply in Etsy. Let's take a quick break. In the next lesson we'll create a library of Saved
replies to FAQs. This will save you lots
of time and energy. I will see you in
the next lesson.
7. Halfway! Congrats! : Hey, congratulations
are in order! You are halfway
through this class. You're investing your time into finding more efficient ways to get things done and elevating
your customer service. And that is something
to celebrate!
8. Crafting an FAQ Section: Welcome back. In
the last lesson, we spoke about creating saved
replies for EC messages. In this lesson, we're going
to draw upon the same themes while creating a comprehensive
FAQ section for your shop. Well crafted FAQs can address
common customer queries, reducing repetitive
questions and improving the
shopping experience. The FAQ section on EtS is
at the bottom of your shop. Tap on the shop policies
tab to view them. My FAQ section draws upon
my saved replies on EC. If your saved replies
are completed, you can copy paste them
into your FAQ section and edit as necessary. EZP Z. To edit sections
on your shop page, tap edit shop here. EtS suggests five different
categories of FAQs, including sizing details
and CR instructions. There's also a custom option where you can create
your own category. For your next steps, create a
list of FAQs for your shop. If you created saved
replies already, you can use some of those. You can also use Cat GBT to draft responses
for each question, ensuring that they are
clear and informative. Let's take a quick break. In the next lesson, we
are going to talk about Etsy's policies
regarding reviews. I will see you in
the next lesson.
9. Creating a Library of Saved Replies: Welcome back. In
the last lesson, we spoke about using auto
replies for EtS messages. In this lesson,
let's work towards a library of saved replies
for common customer issues. We'll be covering responses to customer feedback
in the next lesson, so we'll skip that
topic for now. Your saved replies will be
visible under your messages. EtS also refers to saved
replies as quick replies. Saved replies,
save so much time. All you need to do is
click on them and add the customer's name and
perhaps change a few details. My quick replies
are organized by topics like bracelet
sizing confirmation, general FAQs, and
shipping questions. My most frequently
used quick reply is a personalized confirmation
message for each order. It's a saved reply, so it
only takes a few seconds. This is the sizing confirmation
e mail I've been using. I only change the bold parts, the customer's name, the bracelet length, and
the wrist measurement. I ask Cat GPT to help me
make it more personable, easy to scan and brief. This is my new
confirmation e mail. I decided to use the AI version instead with some changes. This e mail covers
all the same topics, but the headings and bullet points make it more scannable. I'm avoiding the
dreaded wall of text. To stay organized, I write, sent e mail and
the private notes after I send the
confirmation e mail. If there's anything
else to note, like a change of
address or size, I go back and add that
to the private e mail. I include a packing
slip with each order. I've adjusted the settings
for the packing slip so that it includes any
private notes that I write. It makes it easy to double check the correct details
before I ship the order. I always like to
read AI responses aloud to make sure they
sound like my voice. If they don't, I edit them. Your saved responses will be
tailored to your business. Here's ten ideas. Processing time frame, shipping time frame,
Custom order request. Thank you order confirmation, your reply to the thank you order confirmation,
measurement instructions, bulk order inquiry,
loss package inquiry, return or exchange request,
care instructions. If you added details about
your shop and policies to your personalized
chat GPT profile, this will ensure that
the AI responses are tailored to your shop. Ready for your
next steps, First, create a list of quick reply message topics for your shop. Then quickly draft your replies. Finally, ask GPT to improve your responses by
making them more personable, professional, easy to scan, or whatever is important
to your brand. As always, you're
welcome to share any of your quick reply messages
as a class project. Let's take a quick break. In the next lesson, we'll
talk about creating comprehensive FAQs. I
will see you there.
10. Understanding Etsy's Review Policies: Welcome back. In
the last lesson, we discussed your FAQ section. In this lesson, let's review
at C's review Policies. Here's the truth about reviews. As a shop owner, you will eventually receive
a negative review. It's a natural part
of being in business. They do still. I clearly remember my first
negative review. I was in tears.
Actually, I was sobbing. I thought my shop was doomed.
Do you want to see it? December 23, 2014, two stars, not very good quality. It was a sterling
silver necklace with a freshwater pearl, not sure what she
was talking about, but I lived to tell the tale. On the bright side,
negative feedback is also an opportunity to show your professionalism
and improve your shop. Let's look at how the
EtS review system works. Buyers have 100 days
to review and order beginning on the delivery date or estimated delivery date. EtS will remove reviews if
they violate EtSs policies. Here's info from help dots.com. If you believe that
a review violates EtS's policies,
you can report it. Reviews that are negative, but that comply with EtS's
policies won't be removed. Reviews and your responses to reviews violate EC's policies if they contain identifying
private information, contain obscene, racist, or harassing language or imagery. Violate our anti
discrimination policy, contain prohibited
medical drug claims are solely advertising or spam, are only about things outside
the seller's control, such as a shipping
carrier mentioned by name at C or a third party, Contain threats or extortion, include shilling or
otherwise falsely inflate a shop's review score. That's a big list. To date, I've received over
3,400 reviews on AC. I reported some and a few
of those were removed, but this is the only policy that's ever applied
to my reviews. The review is only about things outside the seller's control, such as a shipping carrier
mentioned by name, EtS or a third party. The keywords here are only and shipping carrier
mentioned by name. For example, a review isn't eligible for removal
if the review says, It was smaller than
I expected and USPS shipping took three weeks. That review is not
only about things that EtS considers outside
the seller's control. Pro tip. My only consistent
negative review feedback is smaller than I expected. Show customers images to
scale whenever possible. Here are some options for
responding to reviews. You can contact the
buyer privately. You can report the review and you can post a
public response. We'll talk about this in more
detail in the next lesson. In some cases, EtS offers purchase protection for sellers when there's an
issue with an order. EtS may refund buyers and
you'll keep your earnings if an order doesn't arrive,
arrives damaged, arrives after the estimated
delivery date window, or differs significantly from the item description or photos, for example, the wrong
material or color. For more info, Google
EtS purchase protection. It should pop right up. Let's take a quick break. In the next lesson, we'll
talk about how to manage customary views using Chat GPT. I will see you soon.
11. Managing Customer Feedback & Reviews: Welcome back. In
the last lesson, we discussed EC's policies
regarding reviews. In this lesson, let's talk about managing customer
reviews and feedback. Thoughtful responses to reviews, both positive and
negative can enhance your shop's reputation and
customer satisfaction. You may receive
feedback privately in a message or publicly
in a review. Chat GPT can provide lots
of support in this area. I'll walk you
through the process using my reviews as examples. Let's call this customer Jane. Jane gave me a four star
review that originally said, The pearls were
much smaller than I expected and that wasn't
obvious in the picture, but it was great quality
and will look nice, paired with another bracelet. I don't reach out to
four star reviews unless I'm pretty sure it will result in the customer being five stars
happy in the end. If it's going to
potentially result in the customer being less
than four stars happy, I let sleeping dogs lie. On the other hand, if you
have a one star review, you don't have much to lose
by trying to remedy it. In this case, the customer is happy with everything
except for one thing, the size of the pearls. I have four different
types of pearl bracelets, and she ordered the one
with the tiniest pearls. But before we talk
about the resolution, one thing to avoid in this
scenario is extortion. Here are some examples of
extortion from ats.com. Example one. A seller offers
a buyer additional goods, services, or compensation in exchange for a positive review. Example two, a buyer leaves a negative review and
an attempt to force the seller into providing
additional items that were not agreed upon in
the original transaction. Example three, a buyer leaves a negative review in an attempt to force the seller
into providing a refund, regardless of whether or
not a refund is warranted. There's a Latin
phrase quid pro quo. It means something
for something. To avoid extortion, avoid offering something
for something. If you have a solution,
give it freely. You may later politely ask the customer to
reconsider their review. Let's take a quick break. I'll tell you what happened with Jane's review and
the next lesson.
12. Real Examples of Review Management: Welcome back. Do you want to hear what
happened with Jane? Okay. Back to Jane's
four star review. I explained the
situation and shared her review text with Chat GPT. I included a screen recording of the whole interaction
with Chat GPT, but I'm just going to
hit the highlights. I sent Jane a message with an edited version of
Cat GPT suggestion. Thank you so much for
your recent purchase and for taking the time
to leave a review. I truly appreciate
your honest feedback. I'm sorry to hear
that the pearls were smaller than you expected, though I'm glad to know that
you find the quality great. To ensure you're fully
satisfied with your purchase, I'd love to offer you
in exchange for one of my freshwater pearl bracelets
with larger pearls. I have three other
options available. I attach a picture
of the options. From left to right,
they are rice, seed, semi round, larger button, and tiny button, the
one you ordered. Please let me know if you'd
like to exchange or return your current bracelet and I'd be happy to
arrange it for you. If you have any questions
or need further assistance, please feel free to reach out. Thanks again for your support. I sent her a message
rather than responding to her review because
responding to her review locks in the customer's response and they're not able to
edit the review. Here's some more info
from help dots.com. Choose your wording carefully, although you can delete
your response at any time, you can't edit it or
leave another response. Once you respond to a review, the buyer will no
longer be able to edit their original
review or rating, even if you delete
your response. Buyers can't leave a
response to your response. Jane responded to my
message. Thank you so much. I would love to have
a bit larger pearl. The semi round is exactly
what I'm looking for. I replied. Sounds good. Etsy doesn't have a
formal exchange policy, but you can return the first pearl bracelet and I'll send you the semi round pearl bracelet within a few business
days of receipt. The semi round is a
bit more expensive, but there's no additional
fee this time. And then I included
shipping instructions. I purposely hadn't addressed
changing the review yet, so I went back to
chat GPT for help. Their response was a
little too effusive to me, but I used a toned down version. Within that thread, I let Chat GPT know that we don't have subject lines or the ability to hide links in EC messages, and I asked them to remember it. You'll see here that it
says Memory updated, and then Chat GPT
redid the response. Here's Jane's edited review. Five stars. Update. The
seller contacted me and worked with me to ensure I got the bracelet that I was
imagining for my wedding day. Couldn't be happier
with her help. I would definitely purchase
from this shop again. Here's another example
of responding to feedback that wasn't
as effective. Unfortunately, this is more
common in my experience. Here's a one star
review that says much smaller stones
than I expected. This bracelet has 87 reviews and the vast majority
of them are five stars, and you can see
that I talk about the size of the beads
twice to the left. Fortunately, if a negative
review is an outlier, Etsy tends to bury that
negative review behind a lot of positive reviews within
the reviews for this item. This person's review is recent, but it's on page
five of the reviews. I shared this review
with Chat GPT, as well as my return policy. I used a variation
of their response in my message to my customer. I said, thank you
for your feedback. I'm sorry to hear that
the bracelet did not meet your expectations regarding
the size of the stones. I do my best to provide clear measurements
in the listing, but I understand that it's
sometimes hard to visualize. If you'd like to return the
bracelet for a full refund, please ship to Kelly Burke, and then I gave my address. Once I receive the bracelet, I'll issue a full refund to you. In order to receive a refund, I'll need to have
the bracelet back in its original condition within 30 days of your
receipt of the item. Thank you for giving
me the opportunity to make this right. In response, I got Crickets. Nta, nothing. I don't want to respond to his review yet because
there is a teeny, tiny possibility that he will edit it and make
it more positive. I have 100 days to respond from the date that the buyer
last edited their review. I'll wait a while longer, and then I'll post this public
response to the review. Again, with help from Chat GPT. Thanks for your feedback. I'm sorry to hear that
the Bracelet did not meet your expectations regarding
the size of the stones. I strive to provide accurate
measurements in each listing to ensure customers
know what to expect. As soon as I received
your review, I reached out to offer a
full refund or exchange. Unfortunately, I did not
receive a response from you. My goal is to ensure every customer is satisfied
with their purchase, and I am always here to
help resolve any issues. Thank you for your
understanding. Before we wrap up this lesson, I wanted to give
you 12 responses for both positive and
negative feedback. You'll find these
under the Class Project and Resources tab. Here's responses to
positive feedback. I'll read the first two. Thank you so much
for your kind words. I'm so happy to hear
you love your product. Thanks so much for your support. Number two, I'm so glad you're
happy with your purchase. Thank you for taking the time to leave such a lovely review. It made my day. And here are six responses to
negative feedback. I'll read the first
two. I'm sorry to hear you had a less than
satisfactory experience. I value your feedback and
love to make things right. Please contact me directly so
we can resolve this issue. The second one, thank you for bringing this
to my attention. I'm sorry for any
inconvenience caused. Let's work together to find a solution that meets
your expectations. Okay. Next steps. Identify two positive and two negative reviews from your shop. Use Chat GPT to draft
responses for each, focusing on professionalism
and customer satisfaction. And now, congrats are in order. You are almost finished
with this class. Meet me in the next lesson
for some quick next steps.
13. Congrats & Next Steps: Thank you so much for
spending time with me today. I hope you feel more
confident in your ability to handle a range of customer
service scenarios. Before we wrap up, I want to
encourage you to showcase your new found skills by posting in the class
project gallery. Your work will inspire others and solidify what
you've learned, and I love to see them. If you've benefited
from this class, please take a moment
and leave your review. Remember to follow
me to hear about the next class in the EC series. Thank you once again for
being a part of this class. I can't wait to
see your projects and to hear about your success. I am absolutely cheering you on, and I hope to see you soon.
Kelley Bren Burke, Artist & Educator
