Victorian Brooch Pink Stone Etched Gold Floral Scalloped Frame 1 3/4 in Vintage 1900s

Victorian Brooch Pink Stone Etched Gold Floral Scalloped Frame 1 3/4 in Vintage 1900s offered by brightgemstreasures. Beautiful Victorian, Art Nouveau brooch. It has a large pinkish lavender oval cut stone, prong set, and open backed. Framed with a scalloped etched floral design frame with open circles. There are 6 small gold flowers attached around the frame. Very unique feature, ornate design. The gold metal is very bright and rich looking, not sure of metal content, but its not brass? Handcrafted, not made by machine. It has an old style C clasp closure. It measures approx. 1 3/4" X 1 3/8". Very good condition. Dates to the 1900s-1920s. Antique, heirloom, brooch.
http://dlvr.it/RR0kkM

Red Rhinestone Leaf Brooch Clear Stone Accents Silver Metal 2 1/2 in Vintage

Red Rhinestone Leaf Brooch Clear Stone Accents Silver Metal 2 1/2 in Vintage offered by brightgemstreasures. Pretty red clear rhinestone leaf brooch. Stones are marquise and round cut, one baguette on the stem. All pong set, closed backed. Made with silver plated metal. It measures approx. 2 1/2" X 1 1/2". Dates to the 1970s. Like new condition. Woodland, floral, leaf brooch.
http://dlvr.it/RR0jcX

Nugget Stone Beaded Necklace Amethyst, Agate, Quartz, Malachite 22 in Vintage

Nugget Stone Beaded Necklace Amethyst, Agate, Quartz, Malachite 22 in Vintage offered by brightgemstreasures. Pretty multi color nugget stone beaded necklace. Stones are irregular shaped in amethyst, quartz, rose quartz, malachite, agate, and tiger eye. Hand strung on wire, closes with a barrel clasp. Native American, southwestern beaded necklace. It measures approx. 22 in long. Dates to the 1970s. Boho, hippie, festival beads.
http://dlvr.it/RR0BXZ

Turquoise Nugget Bead Necklace 925 Sterling Silver Fetish Birds 18 in Vintage

Turquoise Nugget Bead Necklace 925 Sterling Silver Fetish Birds 18 in Vintage offered by brightgemstreasures. Nice turquoise nugget bead necklace. It has liquid silver beads on a wire chain with silver fetish bird accents. The bottom turquoise stone measures approx. 12 mm X 8 mm. with silver ribbed bead side pieces. Closes with a spring ring clasp. It measures approx. 18 inches long. Dates to the 1960s-70s. Native american, southwestern.
http://dlvr.it/RR08BW

Turquoise Coral Pendant Signed John White Native American 925 Sterling Silver Vintage

Turquoise Coral Pendant Signed John White Native American 925 Sterling Silver Vintage offered by brightgemstreasures. Amazing designer signed John White, Navajo pendant. Teardrop shaped with turquoise and coral stones, bezel set, claw foot setting, closed backed. Oval shaped. Marked with Indian symbols. Tests positive for 925 sterling silver. Coms with a sterling silver cable chain closing with spring ring clasp. Pendant is 1 3/4" X 1" and the chain is 19 inches long. Dates to the 1960s-70s. Very good condition. Southwestern jewelry.
http://dlvr.it/RR06N2

Shell Bead Bib Necklace Earring Set MOP Pastel Colored Glass 16.5 in Vintage

Shell Bead Bib Necklace Earring Set MOP Pastel Colored Glass 16.5" Vintage offered by brightgems treasures. Pretty Shell Bead Bib Necklace Earring Set. Made with Pastel colored glass spiked beads. Made to look like shell. It does have mother of pearl, mop, in addition the the glass beads. String on string with a hook and tail clasp. It has 3 strands for the bib, and it measures approx. 16 1/2" long. Bib is 3" X 7.5". Very nice for Spring and summer. Beach wear, tropical, vacation, Hawaii, fashion, statement, bib necklace, beaded Necklace shell necklace. Boho hippie style. Very good like new condition. Dates to the 1960s-70s
http://dlvr.it/RQy17k

Gold Statement Earrings Signed Robin Kahn Ribbed Metal Cushion Clip Ons Vintage 1980s

Gold Statement Earrings Signed Robin Kahn Ribbed Metal Cushion Clip Ons Vintage 1980s offered by brightgems treasures. Amazing Gold Statement Earrings Signed Robin Kahn. Big Gold Plated Ribbed Metal earrings in a triangular shape. Clip on backings with comfort cushions. Designer, high fashion earrings. They measure approx. 1 1/2" both ways. Dates to the 1980s. Brand new condition. Great for the Holidays, gift giving, runway ready, or just to wear to make a statement.
http://dlvr.it/RQxSsG

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http://dlvr.it/RQtDT9

#bluegreenbrooch #clusterbrooch #floralbrooch #designerbrooch #highendbrooch #layeredbrooch #brightgemstreasures #shopnow #vintageshop #etsyshop

#bluegreenbrooch #clusterbrooch #floralbrooch #designerbrooch #highendbrooch #layeredbrooch #brightgemstreasures #shopnow #vintageshop #etsyshop
http://dlvr.it/RQtDPQ

#bluegreenbrooch #clusterbrooch #floralbrooch #designerbrooch #highendbrooch #layeredbrooch #artdecobrooch #brightgemstreasures #shopnow #vintageshop #etsyshop

#bluegreenbrooch #clusterbrooch #floralbrooch #designerbrooch #highendbrooch #layeredbrooch #artdecobrooch #brightgemstreasures #shopnow #vintageshop #etsyshop
http://dlvr.it/RQtCn3

Turquoise Necklace 15 Strand Torsade Nugget Beads Native American Tribal 24 in Vintage

Turquoise Necklace 15 Strand Torsade Nugget Beads Native American Tribal 24 in Vintage offered by brightgemstreasures. Beautiful handcrafted Native American Indian multi strand turquoise necklace. Made with turquoise nugget beads, not plastic, real turquoise. There are 15 strands, braided at the ends with 3 looped closures and button clasp. Torsade style. It measures approx. 24 inches long, but is adjustable. All handmade tribal bead necklace. Most likely Navajo. Southwestern bead necklace.
http://dlvr.it/RQsy6S

Turquoise Concho Belt Glass Stones Silver Metal Beads 32 in Vintage Southwestern

Turquoise Concho Belt Glass Stones Silver Metal Beads 32 in Vintage Southwestern offered by brightgemstreasures. Neat Turquoise Concho Belt with round blue glass stones, bezel set. Each concho has a stone in the center, round cut with silver beads and braided trim. Connected with curved bar lines, closes with a hook clasp. It measures approx. 32" X 1". Dates to the 1960s. Very good condition. Native American, southwest, belt, necklace.
http://dlvr.it/RQsw3v

Juliana D&E Brooch Orange Topaz Rhinestones Gold Metal 2 3/4 in Vintage

Juliana D&E Brooch Orange Topaz Rhinestones Gold Metal 2 3/4 in Vintage offered by brightgemstreasures. Pretty Floral design Juliana D&E brooch. Made with marquise and round cut stones, cup cake and 4 prong settings. Big and bold. Open backed. Made with gold plated metal. It measures approx. 2 3/4" X 1 1/2". Like new condition, dates to the 1970s. High end, designer brooch.
http://dlvr.it/RQpC1H

Topaz Amber Rhinestone Brooch Signed Weiss Leaf Design Gold Metal 3 in Vintage

Topaz Amber Rhinestone Brooch Signed Weiss Leaf Design Gold Metal 3 in Vintage offered by brightgemstreasures. Pretty Signed Weiss brooch. Made with pave set topaz amber rhinestones, closed backed. Shaped like a leaf with stem, and curled tip. Made with gold plated metal. It measures approx. 3" X 1". Big and pretty. Great for summer, or autumn. Like new condition. dates to the 1960s. Designer signed, leaf, woodland, rhinestone, brooch.
http://dlvr.it/RQp9Sj

Pearl Marcasite Brooch Signed KJL by Avon Silver Floral Design 3 in Vintage

Pearl Marcasite Brooch Signed KJL by Avon Silver Floral Design 3 in Vintage offered by brightgemstreasures. Pretty Marcasite pearl flower design brooch. Signed KJL for Avon. Its big measuring approx. 3" X 1 1/2". Silver plated metal with a rhinestone accent stone in the center of the flower.. Beautiful curved leaves and tulip shaped pearl flowers. Like new condition. Dates to the 1980s. Designer signed.
http://dlvr.it/RQp7Ny

Juliana D&E Brooch Green Rhinestones Japanned Metal Flowers Silver Metal 2 1/4 in Vintage

Juliana D&E Brooch Green Rhinestones Japanned Metal Flowers Silver Metal 2 1/4" Vintage offered by brightgems treasures. Verified DeLizza & Elster Juliana brooch. Features three tones of green rhinestones, the marquis cuts are a grass green, The cushion cut rounds are in two sizes, small brilliants interspersed within the marquis cut stones and larger rounds making up the body of the wreath. These cushions are all in a deep, peridot green. Finally there are forest green brilliant cut rounds set into the Japanned metal flowers. The layered design adds great depth of field to the brooch, making it very appealing to the eye. The Japanned enamel metal is what is called a 'wire over' treatment and features a vine and leaf motif. Unusual brooch with great quality and style. The built in pin back is in perfect working order with a rolling safety clasp. It measures approx. 2 1/4" X 1 1/2". Very good like new condition.
http://dlvr.it/RQlLGW

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http://dlvr.it/RQlL3M

How To Deal With Customer Complaints

Dealing with Customer Complaints

Here's how to keep your cool, and make the best of a difficult situation.

BY SARAH BROWN · JUNE 11, 2012 · 0 COMMENTS AND 3 REACTIONS
TAGGED IN: CUSTOMER SERVICE, SELLING, SPOTLIGHT

As on online seller, keeping customers happy should be a top priority. But there’s always going to be the occasional problem or the customer who simply likes to complain.

Most customer concerns arise from issues dealing with cost, available options, speed, quality or a product that arrives broken. You might also have trouble receiving payment from your customer. The way you interact with these customers, from beginning to end, will show them how much you value their business.

The first thing to do is try to avoid any possible complaints by clearly advertising your product and communicating your policies. Provide information about your company’s return policy, as well as payment and shipping options. By explaining your expectations in advance, you protect yourself, reduce any potential surprises on your customers’ end and provide a level of trust for shoppers. It’s also helpful to supply a list of FAQs, which could answer potential questions and reduce the amount of email inquiries you might receive.

Acknowledge any mistakes that have been made, apologize if necessary and begin working toward a solution

Be friendly

Even in a virtual world, you, as the business owner, are like a host to those guests who enter your store. You want to come across as warm and respectful. If a customer comes to you with a complaint, be patient.

An important way to deal with a difficult customer is to maintain a friendly, professional tone. One trick is to smile while you talk. Now, we know shoppers can’t see you when they’re in your virtual store or browsing through your listings, but let your service do the smiling for you. Be understanding when they ask questions and put yourself in your buyers’ shoes. Let your emails smile for you by personalizing your messages and ending them with a sing off like “sincerely” or “kind regards.” Not only does this make your voice come across as friendly, but the task of “holding a smile” also helps you stay focused on remaining calm.

Usually if someone is upset, it’s because they feel they’ve been wronged in some way. With this in mind, don’t take complaints personally.

“When you do take it personally, your emotional state changes,” says Kurt Newman, co-founder of Sales Consultants. Your breathing changes, you end up in a stressed state and then you react rather than respond.

One of the main reasons why customers go elsewhere is rude service. Not only will they look elsewhere for their shopping needs, but they’ll also tell friends and family about their bad experiences. That’s why it’s crucial to be nice.

Be engaged

When dealing with an unhappy customer, stay actively engaged with them. That means you should turn away from any distractions around you and actively listen to what they’re saying.

“Part of active listening is to totally switch off, in terms of what is going on around you, whether it’s other people, noises and whatever else,” Newman says. “Totally focus on that particular customer.”

Empathize with the customer and don’t place the blame on your supplier, the postal service or elsewhere. Simply acknowledge any mistakes that have been made, apologize if necessary and begin working toward a solution.

It helps if you write down the details, ask questions and restate what you hear the problem is. When you’re actively listening, it’s easier to identify the heart of the problem. Sometimes it’s just a matter of misunderstanding. By acknowledging the customer and their complaint, they will likely move away from an emotional state to a more rational one.

As a professional merchant, you have the right to stick to your policies, but you may also negotiate a mutually agreeable outcome

Be responsive

One advantage as an online seller is that you get to manage a flexible schedule. However, it’s still important to regularly access your email and voice messages. If customers try to contact you with any concerns, they will appreciate your quick response. On the flip side, it doesn’t take long in this era of instant-gratification to lose your customer to another seller who will respond at the pace they want.

Part of being a responsive seller is to offer solutions to a customer’s complaint. Depending on the circumstance, the solution might be in the form of a refund, credit or exchange. You could also ask the customer what they feel would be a reasonable solution.

This doesn’t mean you cater to their terms. As a professional merchant, you have the right to stick to your policies, but you may also negotiate a mutually agreeable outcome, if you choose. Once an agreement has been made, communicate your proposed plan of action and the timeframe it will take to complete the task. When you clearly communicate your expectations and your understanding about what the problem is, your customer will feel valued.

Once you’ve settled the problem, follow up with your customer. Did their package arrive on time? Do they have more questions or needs? This is the sort of business management that shows you care about your product and your customer.

Finally, be sure to make a mental note of the problems you encounter. Keep an open mind and be willing to improve yourself and your business practices. Again, though, sometimes you’ll just have customers who are never happy. If you sense this early in the transaction, consider not doing business with them. eBay sellers have the ability to block buyers who pose a risk for difficult transactions.

In the end, if you do your best to maintain a solid, professional attitude, you will gain confidence with every transaction you make and continue building a loyal customer base.

ABOUT THE AUTHOR

Sarah Brown is a staff writer intern at TheOnlineSeller.com. Currently a journalism student at Chico State, Sarah is also a budding online entrepreneur, having recently launched two Web businesses and her own line of handmade products.

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