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Dealing With Unhappy Customers

Customer complaints are inevitable, no matter how careful you are with your products and processes. There will always be people who complain about the simplest things, but online sellers must become experts at handling these complaints constructively.

Here are a few ways to deal with disgruntled consumers:

No matter how you feel about the customer’s complaint, stay calm and let them speak their mind. Do not interrupt with any comments until they are finished talking. After they have unloaded their concerns, calmly apologize, make any necessary explanations without sounding defensive and offer a solution to their problem.

Whether the subject of the complaint is your fault or not, the best course of action is always to apologize to the customer. If you have any questions about a customer’s grievance, ask them to elaborate. Do not assume, but do make sure you are clear about their concern before you take any actions.

The complaining customer might ask for something that is unreasonable in the way of compensation. Explain to them that you are happy to help them within your means. If you are kind and understanding, the customer may be willing to meet you halfway.

Do not end the discussion until you are sure that the customer is pleased with the results of the complaint. Even if you have to concede a little more than you planned on, there are long-term rewards for retaining your customers . If you need to follow up, set a clear timeline and be sure to adhere to it.

Share your solution with your team. Let your co-workers and leadership team know how you resolved the situation. Your success can serve as a guide to help people handle similar situations in the future.

Most customers simply want to be heard. A sympathetic ear is often as valuable as a discount or refund. Follow our blog for more Amazon seller help.

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