7 Customer Service Mistakes That Can Get You Negative/Neutral Feedback In Amazon/Ebay Business In online business platforms like Amazon and eBay, we can resolve our customers’ concerns through email support and voice support. For any type of business, customers are the asset. Hence it is very important to keep customers happy because if they are satisfied with service, they will become walking advertisements for your business. And we all know how effective word of mouth publicity is! When customer concern is not resolved properly and promptly, they tend to leave Negative/Neutral Feedback at your eBay and Amazon store. The eBay Virtual Assistants and Amazon Virtual Assistants at OBVA have been handling client stores for years. We manage store feedback and send follow up emails to customers to work out a solution so that the feedback score is above 99%. Great customer service is what makes you a successful seller at eBay or an Amazon topseller. From our experience, we share the 7 most common customer service mistakes that get you Negative/Neutral Feedback.
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Mistake #1. Failure To Listen: Usually, the biggest mistake a customer service representative for any business can make is not listening to the customer attentively. It is important that you listen to the customer first. That mean you have to read the customer’s email with great attention and find out the problem that he/she is facing. By being attentive to your customer, you gain their confidence that you are there to take care of their issues. When you fail to listen to your buyers, they feel neglected and then obviously leave negative/ neutral feedback at your online store.
Mistake #2. Failure In Leaving Emails Unresponded: It is important to maintain the TAT ( Turn Around Time) while responding your customer’s queries. When you are not sure about the solution or if you need to get approval from your superiors before offering solution, you need to request the customer for a specific time, example, 24 hours, 48 hours, etc.. You may be working on the solution but if you do not let the customer know about this, they will feel that you are ignoring their email and then may leave a feedback. If not, at least their attitude towards you/your store will get negative. So, it is smarter to let the customer know that you are working on the solution and how much time you need to get back to her. This would give them a confidence that their issue is being taken care of and will be resolved quickly.
Mistake #3. Failing To Keep Your Promises: At times, to get a sale, many sellers make some promises which are not kept later. This is a huge mistake that any seller can commit. If you make a promise, keep it by any means. Therefore, you must think many times before committing something to a prospective customer or a existing customer. This leads to a negative feedback most of the times. It creates negative attitude towards your brand/store. So, only make promises that you can fulfill.
Mistake #4. Failing To Bend Over Your Rules: Rules are meant to run any business effectively. They are important. However, customers are the people who make your business run. So they are most important assets for any business. Follow rules. But, do not over follow them to an extent that you are not at all flexible to help out a customer. And in an online store environment like Amazon, eBay, the feedback left by customers can be seen by anyone. If you have unsatisfied customers, it will show up on your store profile. www. obvainc.com
For example, you ship a product by First Class always as per your company policy. One of your customers may want it quickly. Then, you must try to ship it by Priority mail if possible. Your customer will remember your effort and will become a repeat customer. Who doesn’t want loyal customers?
Mistake #5. Inaccessibility: If you are supporting your customers either by email or voice support, make sure that you are accessible. Before or after making the purchase, the customer might need to contact your store for any clarification or information. Give your contact email/phone on your store profile so that they know when to contact whom and by when they can expect a response. This creates a trustworthy business relationship. If you are not accessible for your customers, their next step would be filing claims and/or negative feedback. When you are accessible by your customers, your store will find its way to their favorite list and they would come back to you often.
Mistake #6. Failing To Follow The Fundamental Email Procedures: Most of the cases, when we take over a online store, we can see that there are lots of negative/neutral feedback due to customer service flaws. Clearly defined customer service policy is important. Clearly defined FAQ is important. Return policy is a must. But, most the of the store owners are too busy doing too many things on their own and don’t have time for the most important aspect of business, customer service. Simple things make a lot of difference. Thank your customers for their business. Apologize immediately for any inconvenience. It costs nothing to write a nice polite email but gets you tons of reputation. 101 email etiquette tips has a nice list of 101 tips that you can read through once for reference.
Mistake #7. Failing To Hire Professionals: To follow the basic and important rules of customer service, first you have to make sure you have the right kind of customer service professionals in your team who can write pleasant, courteous, and polite emails to your valuable customers. You need a person who is working on emails as per your TAT( Turn Around Time) and is dedicated to what he/she is doing so that you do not have to worry about customer service, claims, feedbacks, replacement and refunds anymore. Trained professionals experienced in managing customer service feedback for eBay and Amazon businesses can work on your customer service right away with minimal
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training on your product and business policy. Make sure you hire professionals who work for their clients to consistently maintain 100% positive feedback. Mashable has shared “6 Tips for Providing Better Online Customer Support” which can increase customer satisfaction levels. Good customer service can not only help you get positive feedback for your store, but can also turn your customers as long term buyers. Hire trained Customer Service Professionals today so that you no longer have to worry about un-responded emails. OBVA can help you in creating FAQ, Return Policy, and Customer Service Policy to start with effective outsourcing for lower costs and better business.
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