If you are an eCommerce seller, the most important after-sale service you must have to provide to your customers is good customer service. The definition adds to a lot of things that ensure the customer how their requirements are to be fulfilled and queries would be met.
There are countless factors that can influence a customer's happiness or unhappiness. All you have to do is clarify his queries and issues on messages as soon as possible. These are the following instances where a customer, or prospective customer, may bring up a problem for you, the seller, to address:
a) Queries:
Queries are usually sent by the reader on the product page. An existing customer can also send a message if he has to know anything about the policies of alterations, replacements, return & refund, etc. He can also be interested in further shopping, discounts, and more. In such circumstances, the questions could result in a sale or resale if you approach the person with extreme care, patience, and a soft-spoken business attitude. You have to make him understand that you are trying to solve his queries as soon as possible. However, if you don’t have the correct response, ask for some time, get the answer from the supplier or manufacturer and reply within the purchased time. You will lose the sale if you respond slowly or give an incorrect response.
Queries are considered to be a raw lead for the sale which awaits your skillful reply to be turned into revenue and a positive review.
b) Complaints:
Complaints may come about a higher price, no or less discount, wrong/late/damaged delivery, wrong/damaged/defective product, and many more. You have to deal with the case very carefully. Ask for the proof, check the return/refund policy, and then move to the solution. Never forget to be humble always and apologize if the problem is from your side. If you have to compensate the customer, make it at the earliest before he gets annoyed with the late. Please keep in mind that a late solution may result in a bad review, which will negatively affect your seller's profile.
C) Appreciations:
When a deal or question is responded to in a gentlemanly manner, the lead or the customer might send their gratitude or a personal note. It keeps a good record of the customer or lead who has the potential to become a customer once more. You've probably noticed that many of these messages are ignored, don't get a response, or get a very brief abbreviation, which, in my opinion, is not a good way to show humility.
If you think that the task is too tough you are wrong. It is all about being cautious, humble, and apathetic and just acting accordingly. Hence, you may follow these 7 following things as a reference:
1) Message perfectly in time
The most important thing is to reply to any message instantly. If you are unable to monitor your message box around the clock, try to respond as soon as you can. However, if you cannot guard your message box 24x7 try to answer as soon as possible. The general assumption is that it is fine as long as you respond within 24 hours. As a matter of fact, this is not ideal all the time. If a customer is in a rush and you don't respond to his question within 24 hours, he may find another service provider, costing you business.
So the lesson is “Be prompt to answer, as fast as you can”
2) Solve the problem ASAP
A reply must carry a proper answer. If you loiter the customers with questions repeatedly the customer becomes irritated and leaves the business. Always try to solve the questions immediately and reply with the proper solution. An early solution to a problem makes your lead a happy customer.
3) Be Apathetic
Always look into the scenario from the customer’s angle and try to understand their exact problem. Apathy is a trait that exhibits that you share the customer's sentiments in some way. Keep in mind that it's not just about showing your attitude; it's also about genuinely caring about the customer's situation. A real feeling would lead to finding a solution from the inside and winning the sale.
Remember to begin your response with, “We can understand your concern”, “We are really very sorry to hear that…”
4) Be Gentle
Being gentle is a virtue that is indispensable in customer care support. Be always gentle and apply words such as “Please”, “Would you” etc. Remember, you cannot say anything rough or indecent to a customer in reply to whatever he says. Always be cool while dealing a case with a customer issue.
5) Be logical
You must be logical while answering. Being humble is a virtue, but it does not entail that you will accept the customer's inaccurate claims. Logically evaluate the situation, request visual evidence, and then proceed. There are many instances where customers make requests without reading the terms and conditions. Never take a charge on your own shoulder which you are not responsible for or which was done within the terms and conditions mentioned. In such cases, deny the claim very gently but strictly.
6) Do Apologize
A great writing approach for effective customer service is to include an apology for your incapability or any error in the product or delivery. Furthermore, you should apologize before you make a logical denial. It gives the case a gentler tone even though the customer's return or refund claim appears to have been denied. There is no other way to resolve a case without asking for apologizing.
7) Compensate at the earliest
If you are supposed to take an action against a case, please do that at the earliest. Taking too much time to solve a customer's problem is poor customer service. If you are supposed to reship, pay compensation, or refund then do that. Waiting on a logical issue, particularly one related to compensation, is not a good example of providing good customer service.
There may be more certain issues, however, you have to take in mind that you have to be patient, logical, humble, and proactive always in your action. This is the key to be a good quality customer support provider even in rigid cases with tough customers.
Hope you have enjoyed the above-discussed points.
Happy business with happy customers!
