One of the cold, dark sides of e-commerce is dealing with upset customers. Once they’re unsatisfied with your product or service, they reach out to you, demanding solutions, even when some of their queries are unfixable. So what do you do to make your unhappy customers happy?
1. Empathize and find a middle road
The things that most business lack is the sense of empathy. The customer service is not only efficient delivery of the product or service but also imparting information regarding the product and after sales relations. This makes the customer to reorder and it helps the brand to create a sense of trust in the minds of the customers Talk to him or her, it means a difference. This creates a difference. Many people wish to respond, but the essential element is to consider the issue thoroughly and look at it from the perspective of the consumer before answering. We are easy to really care about. And once you do care about them, solving their problem is much easier. Clients are people. Tell yourselves what in your case you really desire. Search for the intermediate between what they need and what you need. You may call it a compromise, but it’s a sacrifice in t For example, giving out discounts shows that you are ready to share their pain. It helps in the long term relationship.
2. Be on the same team, Use their feedback and avoid disagreement at the start of the conversation
Teach your customer representatives to be on the same team as the customers at all times. , A buyer needs, for instance, if a customer fails to return the product within return policy window, Instead of saying “Sorry, we cannot help you with this and read the policy again. Try “I feel that the product is out of the return policy window, but let me see what I can do for you.” Then the customer starts to believe that the representative is an ally not an enemy which helps in building trust. Moreover unhappy customers are goldmines for the business, they give you valuable feedbacks in terms of your product, service etc. Make use of the feedback and formulate a strategy which can make your business more efficient. Do not disagree straight out with a disappointed customer. This will turn the conversation into an argument leaving your customers unhappy. To be considerate and customer-friendly is much more constructive. Calm down the customer and then get to the root of the problem by saying “so tell me how it happened”
3. Let them point you towards a solution, Listen to what they are saying
Once you know how to lure your customer into this part of the conversation you can make him give out the bar of expectation out of this call and work on it right away or give them a similar deal if the first case is not possible. This will make the customer trust you more and it will reduce you time to look out for a solution for the problem. This part always would prove helpful to you in identifying the problems you are unaware of already. It is one of the best kind’s of market feedback
4. Agree that they are right and apologize
Apologize for the situation they are in and if possible issue a refund, offer additional incentives for bringing this to our notice. Formulate a strategy for specific problem; however we need to personalize each call. If the customer service is efficient it will turn the customers into brand advocates organically while poor service does the opposite. Never tell them directly that they are wrong even if you know that, ignore this and make them believe what they believe. This makes the customers more receptive and flexible about the issue that is being solved for them
5. Aftermath of the Customer service calls and ask relevant questions
Sometimes it is possible that even though you opted for all the above techniques but were unable to handle the customer’s need. This can be handled if we check up on how they are doing. Create surveys and ask the customers about the feedback of the service. If no solution is possible give them out the best possible solution at hand. It will differ from business to business depending upon the priority of the customers. While taking feedback ask them relevant questions about the service provided which makes them give you out some feedback regarding what could have gone wrong even after talking to a representative. This will help you in reducing the second call customers.
Author Bio:
Joy smith is a Business Manager at Magneto IT Solutions – a Software development company in Bahrain offers quality Iphone Application Development, Magento development,android app development, magento migration, mobile app development services. The company has experienced Magento developers for hire at a very affordable price. He is a firm believer in teamwork; for her, it is not just an idea, but also the team’s buy-in into the idea, that makes a campaign successful! She is enthusiastic about all things marketing.