3 Must-Follow Rules For Addressing Your Online Store’s Customer Complaints

Customer complaints are not fun nor are they easy to deal with. However, when handled correctly, these complaints can help you build customer loyalty and improve your business overall.

To help you become a master at handling customer complaints, we’ve interviewed Karina Ludz from Youstice, a global platform for resolving customer disputes. She shares the 3 must-follow rules for addressing your online store’s customer complaints.

Rule 1: Treat customer personally – not like another “case number”

Listen to customers and always approach them personally rather than “selling” them the same, well-rehearsed answer or solution. Don’t be afraid of negative criticism and pay attention to every piece of feedback – it can show you any shortcomings in your company and product(s).

Results:
Proactively listening to customer feedback will help you improve both your product and customer service by eliminating any factors that can stifle your success. Remember – no matter how great your customer care is, there is always room for improvement.
Why it is essential:
Customer demands and needs are shifting quicker than ever. By treating customers like just another “case number” you risk not properly addressing customer complaints, especially in today’s ever-changing market.
Example:
Customer: I received the wrong item, and I love it! But I also want my original item.
Merchant: We’re happy to hear that you love the item! Although we normally ask customers to return the wrong item, we’d gladly bill you for it and ship out your original item. For our shipping error, we’d gladly expedite your shipping at no charge.

Rule 2: Don’t let the issue to escalate – offer a win-win solution

Dealing with customers complaints is not a battle with only one winner. Provide a solution that benefits both your company and the customer by creating a win-win situation. Do your best to avoid having the issue escalate into negative reviews about your company.

Results:
A win-win solution shows customers that you can address their concerns. Solving customer issues quickly and professionally builds customer loyalty, ensuring that they will continue to shop with you – rather than your competitors.
Why it is essential:
Issues that escalate can damage your shop’s reputation. In today’s competitive marketplace, it is easier than ever for customers to switch from one shop to another. Avoid chasing customers away with poor customer service.
Example:
Customer: The product did not arrive on time, as stated by the tracking information!
Merchant: We’re sorry to hear that the package did not arrive on time. Unfortunately, after the package leaves the warehouse, we have no control over the delivery. We can call our carrier for more information about your package and provide you with an update.

Rule 3: Focus on facts, not emotions

Don’t let emotions get in the way. Stay professional and to-the-point when dealing with disgruntled customers. To earn your customer’s love – and respect, stick to facts and offer tangible solutions. Additionally, be transparent and honest. Don’t hide facts about your offer nor over promise. At the end of the day, honestly is always the best policy.

Results:
Sticking to the facts will help you get to the root of the customer complaint. Understandingly exactly why they are upset will help you arrive at a customer resolution quicker and more efficiently. It’s the perfect way to provide timely and professional customer service.
Why it is essential:
Emotions can easily escalate an issue from simple to complicated very quickly. You risk having existing customers share their emotionally-fueled, negative experience with their peers. This can adversely affect you company, costing you existing and potential customers.
Example:
Customer: I’m frustrated because I tried to place an order 3 times, and I cannot reach customer service.
Merchant: Walk me through your process for placing an order. If we encounter the same error, I can take your order over the phone. Additionally, can you tell me how you tried reaching us? I’d like to ensure that we address any future questions in a timely manner.

Which of these rules are you already following in your shop? Let us know in the comments below.

Overwhelmed with customer complaints and disputes? Take advantage of Youstice’s free module (downloadable directly from the back office) and revolutionary service for access to a platform that lets you effortlessly manage customer dispute resolution.

(Source from prestashop.com. Read the original article here)

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