As an Amazon seller you need to know that customers are always right, even when they’re technically wrong.
No matter how perfect your products and services or other aspects of your business are, you’ll receive complaints from Amazon customers.
Remember that no matter how hard you try, you can’t please all of the people all of the time.
Excellent customer service should always be your priority, but if you receive a customer complaint in an unfortunate situation you need to approach them with a positive attitude.
Dealing with Amazon customer complaints also equally impacts your customer service. Don’t panic, we’re here to help you out with the tips that you need to do if you receive any complaints.
6 SIMPLE WAYS TO HANDLE AMAZON CUSTOMER COMPLAINTS
1. LISTEN
According to NewVoiceMedia, feeling unappreciated is the main reason that customers switch products or services. That’s why it’s important to listen to their complaint.
It’s normal to feel defensive when Amazon customer has a complaint about your products or services, but don’t take it offense.
Sometimes people make complaints just because they’re frustrated, they’re disappointed and they’re often emotional. Let them get their emotions out and then calmly proceed with a solution.
Take time to listen and understand what their problem is. Often, you can resolve an issue just by listening to your customers and allowing them to vent.
2. RESPOND POLITELY AND PROMPTLY
No matter how much Amazon customers uses disrespectful words about your business, you need to respond as quick and politely as you can.
It might be extremely difficult to do, but if you handle professionally you are more likely to make a good impression and attract your potential Amazon customers.
3. APOLOGIZE
It may feel difficult, rather than panicking and deleting it, or perhaps sending a private message without posting any response for everyone to see, you ought to apologize and show that you care.
Apologizing for your customer’s poor experience even if you technically haven’t done anything wrong, shows that you genuinely want the chance to make it right and retain them as a loyal customer.
4. THANK THEM
It may sound a little odd to thank a customer for complaining, but thanking your Amazon customer for reaching out with their issue will also show that you’re always trying to improve your business.
Use these opportunities, see it in a positive way that customers bring these concerns to your attention to improve your business.
5. FIND A SOLUTION
When your customer has a legitimate complaint, you need to find the root cause and solve it.
The faster you find a reasonable solution that everyone can agree with, the happier your Amazon customer will be and hence you can satisfy them and make them purchase repeatedly.
6. FOLLOW UP
Don’t forget to follow up with your customers to make sure they are satisfied with the solution. It lets them know that their concerns are addressed and at the top of your mind, it’s great way to show that you care.
CONCLUSION
Finally, remember that complaints are going to happen, there are going to be customers that won’t be happy no matter what you say or do.
The key here is to how you address their complaints, and end-up in finding solutions to avoid it in the future.
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