AMZ Seller Financing • August 13, 2018
Sadly, many Amazon sellers fail to understand one simple thing – their financial well-being depends on the absolute satisfaction of their customers. If you want to make money selling on Amazon, the most important thing (apart from having great products) is to have exquisite customer service.
But again, so many people don’t understand that customer service is not there to promote your business or market your services. It’s there for one simple reason – helping customers. And more often than not, helping customers means – dealing with unhappy customers.
This is just the way things are. In today’s market, there are so many options for customers, and they can get a bit picky. But it’s their right; for their own money, they can be as picky as they want. Now, the question arises: “How to deal with unhappy customers?”.
If you’re an Amazon seller, you must’ve asked yourself the same question. What to do when a customer is simply not satisfied with your products or services? How to approach them, without risking losing them forever? We want to help you out, which is why we have compiled the following list of top 5 tips for dealing with unhappy customers.
Tips for Dealing with Unhappy Customers
1. Don’t Take Things Personally
We all have egos, but egos are not of great help when it comes to doing business impressing your customers. The most important thing you need to learn is that (as harsh as it may sound) – your customers don’t care about you as a person. What your habits are, what your personal interests are, how you are feeling right now, and similar – they simply don’t care about any of that.
All your customers want from you is a good product, nothing more. So, if you hear something like “You didn’t deliver what you promised!”, don’t take it personally. Although it sounds like that, in reality – customers are talking about themselves, not about you. They are simply venting their dissatisfaction. By eliminating your own ego from the picture, you will be able to understand your customers better. You will know exactly what bothers them, and you’ll offer a worthwhile solution to their problem.
2. Own Up to Your Mistake (If You’ve Made Any)
There’s no point in evading the truth. Sooner or later, the truth will come out, and that’s when the problems will start. So, the best thing you can do is to own up to your mistakes. There’s no shame in that. If you slipped up, simply admit it.
Your customers will actually value your Amazon business much more if you are honest with them from the get-go. A simple “We are truly sorry.” will do wonders for your business reputation. If there was no mistake on your side, you can try explaining it to your customer. However, if you did make a mistake, it would be best to acknowledge it and take it from there.
3. Make Unhappy Customers Feel Heard
Customers love when their needs are met in the best possible way. You will do this by hearing them out, and making sure that they understand you listen to them 100%. Don’t interrupt them, but ask as many questions as possible. The more you learn about what bothers your customers, the more you will be able to help them.
4. Never Lose Your Temper
Whatever you do, you mustn’t come across as impatient or rude in dealing with your customers. Your job is to follow through on your customers’ demands; be sure to do that every time they issue a complaint. Simply put, you have to be cool, calm and collected – this is the only way to stay professional and maintain a trustworthy relationship with your customer base.
5. Do All You Can to Help
By far the most important thing you can do in handling unsatisfied clients is to offer as much help as you can. Don’t simply apologize. Do all in your power to resolve the issue and fix the problem.
Offer them one solution; if they are not satisfied, offer them another one. if they are still not satisfied, discuss the problem in greater detail, while thinking about the best way to find a solution that will prove worthwhile. The more you work on fixing the problem, the better you will look in your customers’ eyes.
Feel free to check out the other articles on our blog as well as download our FREE ebook on how you can fund your Amazon business. Follow us on Facebook, Twitter, and LinkedIn, and subscribe to our mailing list to get the latest news and offers!