What should the customer service do when I receive a bad review?
Even if our store is doing well enough, in the daily operation of the online store, we will inevitably encounter customer complaints and bad reviews. The experience of shopping alone involves a wide range of aspects, including customers’ own factors, There are product factors, logistics factors, and customer service factors, some of which are beyond our control. However, when we encounter negative reviews and complaints, what should we do in the first place? Champion education brings today’s topic.
Customer service response speed, typing speed, and familiarity with products are the most basic skills that customer service must master. If you don’t have these skills, do your homework first to avoid some basic questions.
The core responsibility of customer service is to guide customers to place orders, follow up on after-sales problems, and deal with negative reviews. Qualified stores can arrange for a special person to follow up after-sales problems and deal with bad reviews. After-sales customer service needs to pay attention to the following points:
1) The work starts from the moment the customer takes a photo, observe whether the customer has left a message, whether there are special requirements for delivery, and make as many requirements as possible to meet the reasonable requirements. This is the first step to improve customer satisfaction. It is too late to recover;
2) Remind the warehouse to deliver goods as soon as possible, follow up on abnormal logistics orders in a timely manner, contact the logistics company to solve the problem as soon as possible, and promptly notify the customer to pay attention and apologize;
3) After the customer receives the goods, if there is a problem with the customer service feedback, it must be followed up in time to help the customer solve it as soon as possible. If the customer’s loss is due to product or logistics, the customer should be satisfied with the compensation package as soon as possible. At this point, the only purpose is to satisfy the customer. Doing these points, basically, the DSR score of this store will be higher than that of its peers, and there will be less bad reviews.
- Even if the above points are done, there may still be some bad reviews, because it is difficult to avoid bad reviews, so it is recommended to order a middle and bad review reminder software, which can remind you for the first time, contact the customer at this time. The most efficient communication. When communicating with customers, you should understand why the customer gave a bad review, and try to compensate them as much as possible to make them satisfied, and then ask the customer to revise the bad review. It will be much easier. In my experience, direct cashback is the most effective solution. It can give customers reasonable compensation in the beginning. If the customer is still dissatisfied, the compensation amount can be increased. For most customers, after giving reasonable compensation, they will basically help to revise bad reviews.
Finally, I would like to say that sometimes we encounter that no matter how you explain and compensate, there may still be individual buyers who are reluctant to modify their evaluations. What should I do at this time? At this time, you must pay attention to the feedback skills. No need to argue with customers or explain too much in their feedback, but should think about what other customers who have read this review do you think? What kind of feedback would other customers see that would increase their goodwill with the store? Re-evaluation around such an idea can even yield unexpected results.