Theoretically for you to give assistance to
angry unsatisfied customers should be no problem. Both you and your customers in fact have an interest in solving the issues they might encounter, but there can be problems.
It’s not always easy to manage a furious customer, so you should have a few answers ready to use and make things easy for both of you.
First of all, there are three aspects that must always be present:
- Thank your customers for their feedback
- Recognize the customer’s inconvenience
- Invite them to contact you for any need
What are the most useful answers that can help you give positive vibes?
Here are a few:
- Thanks for contacting us!
This calms things down a little and makes it seems like you’re ready to offer your help. For example, you can say “Thanks for your email, I’m sorry you’ve encountered some problems.”
- Please wait, I’ll check the situation immediately!
When customers have an issue, they expect a quick resolution. Even if you don’t have an answer right now, try to reply and tell them you’re working on it, even if this means that they have to wait a while: “I love that item too! I’m not sure when it’s available again, but let me check so that we can provide a new one soon.”
- Thank you so much for your patience.
Thank your customers for their patience, especially if they had to wait a lot for your answer. They will certainly appreciate that.
- We can certainly help you.
Try to establish a positive attitude from the start. If the situation is tense, try to maintain a nice tone and focus on what you and your customer can do together. Also, base your answers on the tone of your customer.
- Do not hesitate to contact us for any other issues. We will be happy to help you.
End your conversation by greeting and inviting your customers to contact you again for any issue they may have. This will help you bond.
Also, add something like “have a nice rest of the week” or “have a nice weekend” at the end of your messages: this sounds way much better than “Best regards”, doesn’t it?
Try to do your best with the answers you give your customers, that’s very important also for customer retention!
Are you already using some of these techniques? What’s your overall experience with your customers? Do you manage to keep them happy and positive?
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Thanks to BDroppy, if you’re already selling online, on your own website, or through a marketplace, you can have the dropshipping service included, so that you can integrate the BDroppy catalogue on your website/e-commerce, with thousands of designer fashion products, using a single dashboard.
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