“The Prophet ﷺ said: ‘The one who sells should not hide anything from the buyer.'”

The 5 Pillars of Excellent Customer Service:

1. Fast Response

• Reply to all messages within 2-4 hours
• Never leave a customer waiting more than 24 hours
• Set up auto-reply if you will be unavailable

2. Under-promise, Over-deliver

• If you say 2 days, deliver in 1 day
• If you say standard quality, give premium quality
• Surprise customers with small extras

3. Handle Complaints Gracefully

• Never argue with a customer
• Apologise first, even if not fully your fault
• Offer solution: replacement, refund, discount
• Turn complaint into loyalty

4. Personalise the Experience

• Remember customers’ preferences
• Wish them on Eid and special occasions
• Use their name in messages

5. Follow Up

• Message 2-3 days after delivery
• Ask if they are happy
• Request a review or referral

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