Best Practices: Communication With Customers
Best Practices: Communication With Customers
Published Oct 05, 2026
Clear, effective communication with customers will lead to smooth business operations, positive customer experiences, and reduced time and resources spent on managing customer messages.
In this article:
- Messaging Basics
- Best Practices
Messaging Basics
- Check messages daily and respond to customer inquiries within one business day.
- You cannot initiate a conversation with a customer.
- Customers will receive the content of your message in the form of an email form.
- Customers can also view message history within their order history on Bestbuy.com.
Best Practices
- Be professional
- Exhibit integrity and foster trust by adhering to your commitments.
- Demonstrate self-control; maintain a calm demeanor in difficult situations. Avoid an accusatory or defensive attitude toward the customer's claims.
- Use professional and friendly language.
- Do not direct customers offsite.
- You cannot provide URLs, website links, or invitations to visit your own external storefronts or eCommerce sites.
- You cannot provide URLs, website links, or invitations to visit your own external storefronts or eCommerce sites.
- Do not solicit direct contact info.
- Do not ask customers to communicate or transact outside the Best Buy messaging system (e.g., requesting personal email addresses, phone numbers, or external chat apps).
- Do not ask customers to communicate or transact outside the Best Buy messaging system (e.g., requesting personal email addresses, phone numbers, or external chat apps).
- Do not send marketing/promotional offers.
- Do not include promotional materials, discount coupons for external sites, or unrelated marketing collateral in message threads or signatures.
- Do not include promotional materials, discount coupons for external sites, or unrelated marketing collateral in message threads or signatures.
- Do not offer incentives for reviews.
- Do not offer gifts, discounts, partial refunds, or free items in exchange for 5-star ratings or positive customer reviews.
- Do not offer gifts, discounts, partial refunds, or free items in exchange for 5-star ratings or positive customer reviews.
- Do not ask customers to alter feedback.
- Sellers cannot ask customers to remove, retract, or alter negative reviews or feedback.
- Sellers cannot ask customers to remove, retract, or alter negative reviews or feedback.
- Do not charge unauthorized fees.
- You may not charge restocking fees, administrative fees, or unapproved return shipping fees that violate Best Buy return policies.
- You may not charge restocking fees, administrative fees, or unapproved return shipping fees that violate Best Buy return policies.
- Do not make off-platform payoff offers to prevent returns.
- You cannot make offers or other concessions to encourage customers to keep incorrect, damaged, or unwanted items.
- You cannot make offers or other concessions to encourage customers to keep incorrect, damaged, or unwanted items.
- Do not condition refunds on closing incidents.
- Sellers should not instruct customers to close an incident/issue before receiving their refund or replacement.
- Sellers should not instruct customers to close an incident/issue before receiving their refund or replacement.
- Do not prolong messaging unnecessarily.
- Do not engage in excessive back-and-forth (6+ messages without resolution) or make unreasonable demands for repetitive proof when valid tracking or claim evidence has already been provided.
- Do not engage in excessive back-and-forth (6+ messages without resolution) or make unreasonable demands for repetitive proof when valid tracking or claim evidence has already been provided.
- Do not misrepresent item condition.
- Sellers cannot claim an item is brand new if it is refurbished, used, or open-box, or omit US voltage/compatibility limitations.
- Sellers cannot claim an item is brand new if it is refurbished, used, or open-box, or omit US voltage/compatibility limitations.
- Do not provide false tracking or delivery statements.
- Misleading customers about carrier handoff times or shipping details is prohibited.
- Misleading customers about carrier handoff times or shipping details is prohibited.
- Do not request or collect payment information from customers outside of Best Buy Marketplace.
- This includes asking customers to use Venmo, PayPal, Cash App, Zelle, bank transfers, or any other third-party payment service.
- This includes asking customers to use Venmo, PayPal, Cash App, Zelle, bank transfers, or any other third-party payment service.
- Check your tone
- The choice of language is crucial when communicating through written messages. It is essential to pay attention to tone and emotions to prevent any potential misunderstandings.
- Put yourself in the customer’s position—how would you feel if you received the content?
- Avoid emoticons and text language in formal communication, such as ;), LOL, or np.
- Proofread/spell check (proper spelling, grammar, sentence structure).
- Don’t capitalize an entire word.
- Greeting
- The greeting should be in a professional and polite tone. Address the recipient by name when available.
- The greeting should be in a professional and polite tone. Address the recipient by name when available.
- Message Body
- When you reply to your customer, answer all their questions quickly and effectively. Using a bullet point list to address every item is a great way to ensure you've covered everything. If your message is long, break it up into paragraphs according to themes so the information is easier to scan.
- When you reply to your customer, answer all their questions quickly and effectively. Using a bullet point list to address every item is a great way to ensure you've covered everything. If your message is long, break it up into paragraphs according to themes so the information is easier to scan.
- Sign Offs
- By ending your message on a positive note, the customer will be reminded why they purchased from your store in the first place. If possible, try to add a benefit to your sign-off, like in the examples below:
- Please let me know if I can help further.
- Any further questions, please contact me for support.
- By ending your message on a positive note, the customer will be reminded why they purchased from your store in the first place. If possible, try to add a benefit to your sign-off, like in the examples below:
Please be aware that each interaction with a customer has an impact on your store as well as Best Buy's reputation. It is essential to provide clear and effective communication to foster trust with customers, which can lead to positive reviews and encourage repeat business.