Guidance for E-commerce brands
For E-commerce brands with their complete presence and connection with the audience through online mediums, it becomes necessary to deal with critical feedback swiftly & wisely.
Here are a few things to note while handling negative responses, be it on your E-store, Social media, or Google.
1. Prompt response-
Timely response is the key to dealing with unsatisfied consumers. The first thing is to address that you have noticed their concern and are ready to solve it.
Brands should aim to reply to any issues on the same day or immediately to the next working day.
Acknowledge the concern and offer to resolve the issue privately. You can also take the issue offline and provide customer care assistance via email or phone number for one-to-one communication.
2. Discuss, Don’t Deny-
Consider the tone of communication. Be polite and gentle while listening to the issues. There can be chances that it is a miscommunication or a mistake from the consumer side. In such cases, listen to them and politely point out your side.
Tell them about the reimbursement you can offer, like a refund or replacement. Focus on the solution.
3. Possible Solutions-
In case of faulty products or delivery delays, you can offer a refund or a similar product replacement. If possible, you can also opt for a product upgrade from the same series or deliver an additional freebie like a wet tissue set for makeup removal product or a small pouch for your college bag, anything from your set of products that complements the original purchase.
In case of unpleasant customer service, it is essential to apologize and accept. Approach the issue in an empathetic way & try to resolve it personally by communicating. Later, you can also offer compensation or a discount on their future purchases as a token of appreciation for their understanding.
4. Here lies the Opportunity-
As much as good reviews matter, negative reviews are also a way to showcase that you care for your customers. Negative reviews help to understand the loopholes in your products & services, opening the scope for improvement.
You can share the negative experiences and the upgraded solutions you are implementing. It showcases your care, and transparency is always better & charming.
Also, consider the possible challenges that your customer service team may face when dealing with negative feedback. Implementing a system to alleviate this pressure can be helpful, and your team could resolve the issue more calmly and patiently.
Happy selling & resolving!
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