Handling Unresponsive Customers: A Step-by-Step Guide

This guide outlines the processes to follow when dealing with unresponsive customers. It covers two primary scenarios: when there is insufficient information to proceed with an order and when a customer has requested a preview but has not responded. By following these instructions, you will be able to effectively manage customer communication and ensure proper order handling.

In cases where you have requested information or sent a preview to a customer and have not received a response, it is essential to identify which situation you are facing.

If you are unable to proceed with an order due to a lack of information, start by confirming that you have sent messages through different channels, such as Etsy and Gmail.

Assuming you have not heard back from the customer, you will need to change the order status to canceled. Follow the cancellation SOP to properly document this action.

In the second scenario, if a customer has requested a preview and you haven’t heard back, ensure you have sent both an Etsy message and an email reminder.

Once you have confirmed their request, update the order status to "Ready for Printer."

Next, go into TextPlays and send a message notifying the customer that their order is being sent to production, even without a response from them.

The message you will send to the customer is titled "No Response / NR," indicating that their order is in process despite the lack of communication.

By following the steps outlined in this guide, you should be able to effectively manage cases of unresponsive customers, ensuring that orders are handled appropriately. The integration of clear communication and systematic order processing will enhance customer satisfaction, even in challenging situations.