We’ll face challenges while dealing with customers’ complaints and queries at times. E-commerce is not an exception to this. In the age of social media, you don’t want a grievance going viral over internet. That’s why it’s even more important than ever to create an excellent experience for your customers to help develop and maintain your brand image in the market. The following tips can help you towards providing customer service that will set you apart from your competitors.
- Respond To Complaints ASAP
Endeavor to respond to complaints quickly and enthusiastically. In contrary to what most e-commerce entrepreneurs ignore, acknowledging customer complaints can prove beneficial for a business in a couple of ways. First, it gives an opportunity to identify the problems and correct them. Furthermore, your customers will be amazed to see a reply so soon. It is kind of assuring them that a complaint is heard and you have worked/working on it. In e-commerce, you don’t have the benefit of being able to win over an irate customer face-to-face. A call will give the customer a more personal touch; an opportunity for you to interact and win over the customer in your kindest and most patient manner. This also creates an opportunity to present a special offer or discount with the hope of up-selling the customer to buy more.
- Acknowledge Accountability
No matter the circumstances; don’t let the customer feel insignificant. When you receive a complaint, don’t try and start defending yourself. Make the customer feel like they are right.
When you receive a post on your social media page, an email or a call from an irate customer stating dissatisfaction with your product or service, the first and foremost step is to acknowledge their grievance. Next, try to resolve the grievance/query at the initial point of communication. Else, explain and assure them that subsequent steps will be taken to resolve the problem. As soon as you have found the resolution, call or email them back with the solution. Please do follow-up with an email if you communicate over the phone.
Don’t forget to ask customer to share their valuable feedback. This can help prevent similar problems from occurring again in the future. Ask the client about their overall experience with the way you handled their issue and how effective the solution that was offered to them. This will provide a way to improve your customer service by knowing what and how to better serve your customers.
Queries about payment, return & refund policy, authenticity, warranty, technical procedures, troubleshooting and shipping are very common. Your FAQs (Frequently Asked Questions) page can address these common questions in a detailed manner.
If you are starting a new venture, you can refer to competitors’ FAQs page to get an idea of what to add on your FAQs page.
Don’t waste your customers’ precious time. There is no alternative to an easy return policy to provide peace of mind — and encourage repeat purchases. For instance, the return policy of Perfume Crush is just ‘Amazing’. Check out their return policy here http://www.perfumecrush.com/content/12-return-policy
Do capture and stay in touch with visitors to your portal. Firms like aweber.com and icontact.com helps in effectively capturing the emails of visitors to your website and sending them a set of regular emails on frequency you like for your customers. The flow of communication from you to your customers should be constant. Providing the customers with relevant tips, helpful information and promotional offers help in enchanting and satisfying them for the long term.
Remember, word-of-mouth is a strong tool that a customer possesses which can prove beneficial or critical to any business. Unforgettable customer service experience is something which can put you on top of the choice, way above of your competitors’.
Walt Disney – “Do what you do so well that they will want to see it again and bring their friends.”
Article by Gloria Ganguly