How To Manage Unhappy Customers On Your eCommerce Store
One of the downsides of having an online eCommerce store is missing human interaction with a customer. With this missing link, mistakes are inevitably going to be made, and miscommunication is rampant. When this happens, it can cause confusion and a very unhappy customer. In real life, these events could be prevented because you have the opportunity to communicate and come to an agreement about how to go forward. Usually, the customer leaves happy and will return. Lets explore how to manage unhappy Customers
Online, things are much different. An unhappy customer will likely not return and may even write a nasty review that harms your business.
This article will go over how this can be avoided, so you keep your customers happy and loyal.
Offer solutions, not excuses
Customers don’t care why mistakes happen, so you should save your excuse-making. They only want to know what you plan to do about it. After all, you can’t go back in time and change the event and what caused it, but you can change how the customer feels about the situation.
The first step is to get to the root of what is making the customer unhappy. Once you understand what the problem is and why it’s causing pain to your customer, you can then find a way to remedy the situation.
For instance, a refund on the item and then ordering the correct one might help. But, if the problem has caused any financial harm, like a missed deadline for a job or something similar, then you may need to make sure they are financially compensated, as well.
It’s not a good idea to refund cash unless they return the item, but a good substitute is to issue egift cards that can be used in any way the customer prefers.
Learn how to de-escalate
An irate customer yelling at you over the phone is not a pleasant experience. Yet, if the problem wasn’t resolved fairly in their eyes, then they may get angry and take it out on you. However, this doesn’t mean that an irate customer can’t be turned around and remain a customer in the future.
The key is not to allow the situation to escalate, to begin with. Emotions rise as confrontations get more tense. And people dig in. you need to make sure that you stay calm and let the customer know that you are trying to find a solution that works for them.
If a customer has had the opportunity to work with you to find a suitable resolution and ends up being mean and threatening, then it’s ok to let that customer go.
Many customers that are not happy with the product or service simply want their complaint heard and for you to find a way to deal with it. Make sure that you let them know that you did hear the complaint, understand why they are frustrated and that you will work with them to find a solution.