How to resolve a customer complaint?

[gracie]

Hi everyone,
Unhappy customers are bad news for any shopping site and it used to happen when someone buys a product, sometime they do not feel well, some have unrealistic expectations and others could just have disappointments...
Could you share your thought or how to resolve online consumer complaint?
I would like to hear your advice!

 

[Nytshade]

Complaints in the beginning (when you're just starting to sell your stuff) really help you improve the product to meet people's expectations. You can simply send them a friendly message and ask them what exactly were they expecting.

Then simply add what's missing and send them the updated product and maybe add a small bonus on top of that. If they're still not happy then my advise would be to stop selling the product(s) and do a survey instead.

It's always a good idea to survey your audience before selling something to them instead of assuming you know what they want.

Or else you'll have a high refund rate which is not good for business. Another option is to give out free copies to people in your niche and get feedback. Don't give it to friends, they'll lie to you D:

Or simply give it away for free and collect emails, that will work in your favor because you'll use their testimonials in your sales pitch and when you have new products you'll have a database of people you can to promote to.

I've never had complains about my products because I'm selling something that I'm passionate about and I do it every day, I even went to college for it so I know what my customers want. That's my advantage but if I didn't have that advantage I would give it away for free or create a survey.

Hope that helps

 

[elcidofaguy]

Hi Gracie!

Personally I avoid physical goods and only stick to digital items as that reduces customer complaints wrt delivery, stock control etc...

Saying that you could offer the following before having to refund:

1. Discount voucher on related items... That way they buy more stuff ;-)
2. Offer free digital bonuses e.g. ebooks, videos, audios which is niche related... Stuff that you would normally give away for newsletter signups...
3. A rebate e.g. 20% discount...

With complaints its always a good idea to find out why and to see if that feedback can help with improving your product... It may even relate to exaggerated claims which need to be amended or the necessity to place a disclaimer... Its important to set realistic expectations as otherwise people will feel somewhat ripped off/cheated.... Not saying that's the case but its worth mentioning ;-)

Hope that helps!

Cheers,

Sid

 

[Hassan]

Some Tips:

1. Listen Carefully
Listen their story so that they can feel they have been heard dont interrupt them.

2. Thank you
Thank you them for bringing the problem into your notice if you are not completely aware you cant solve.

3. Apologize
You must apologize rather than giving justifications or excuses.

4. Best Solution
Give customer what solution they are seeking give them best.

5. Follow up
Follow up with customer after giving him/her best solution to see if they are satisfied.