Unsatisfied customers are asking for returns, refunds, and replacements!
Items shipped damaged or in wrong quantities!
Delay in processing orders when you are not working with automatic orders for your Dropshipping business or the orders sent to incorrect addresses!
As the owner of a Dropshipping to Ebay business, these are the challenges that your customer service faces almost every day.
The complaining and irate customers exist since the days of the brick-and-mortar stores.
It’s just that nowadays they have the powerful online weaponry to harm your business’s image if not appeased appropriately.
Remember! One of the most important parameters for eBay’s Cassini is the customer support which we give to our clients.
This why under our feedback page we have specifics parameter ONLY for the customer support which we give, and this parameter calculated totally automatically by the speed and quality of our support.
In short, the customer service department of your business must be well-equipped with skills and strategies to handle the angry customers.
Here are some steps you need to focus on:
Online customers have multiple mediums to reach you – on the phone, via email, through live chat and so on.
They might provide feedback on your social media pages or review your product/business on a popular review website.
So, be attentive to each of these channels 24/7 in order to respond fast and pacify the furious.
When the Customer Speaks
The golden rule of the customer being always right is definitely at the top of the customer service rulebook. So, when an angry customer speaks, you need to:
- Listen: Patiently listen to his or her problem/complaint/concern, without interrupting/getting angry/taking things personally.
Letting the customer speak his heart out would reduce the level of frustration.
- Understand: Broadminded understand the reason behind his or her behavior,
even if you find it to be absolutely This is the stage when you would select and initiate one of the pre-designed approaches to deal with different types of customers.
It’s Your Turn to Respond
It is critical to respond back to the customer’s anger in a fitting manner. More importantly, it would decide whether he or she would continue to be your patron or not. You need to:
- Acknowledge: Acknowledging the customer’s problem can have a soothing effect on his or her annoyance.
The customer would feel that he or she is reporting to the right person with a definite help or solution.
- Apologize: Even the biggest conflicts can be called off by apologising.
It generates the positive vibes that the problem is being understood and the customer executive is sincere enough to render a solution.
- Empathize: Bring the customer into the zone of empathy, making him or her feel that you completely relate to the situation.
This would help to create the right connection using which would win the customer’s trust back.
- Resolve: In order to resolve the problem, you need to be knowledgeable about the correct policy to be followed.
For example, go to the depth of why the customer wants to cancel an order.
Offer free and easy returns and refunds if the product delivered is faulty.
Track the order and confirm the delivery address if the order has been delayed.
An important part of problem resolving is to do it without false or exaggerated promises and within a realistic time limit.
- Follow up: Make the customer a privileged one by following up post the action taken to resolve the issue.
It would convey the message that you value customer satisfaction to the core.
Customer service is an essential part of online brand and business reputation management.
Remember that you are competing against hundreds of dropshipping businesses online and you can stay ahead through customer satisfaction only.