Dealing With Customer Complaints
Hi guys, greetings from Dropship Downunder. Today, I want to talk about dealing with customer complaints. Everybody has them. They're a pain in the ass, but you're going to have to deal with them at some point.
Alright. Like I said, every single store is going to have some sort of customer complaint. Whether you like it or not, they're going to come. They might not come thick and fast. Obviously, when you're very first starting out, you're actually trying to get sales and trying to get those customers, so you might not have to deal with it straight away. But when you start making regular sales, they're coming in on a regular basis, you're going to get them now. Some stores are prone to have many more complaints than others and that's why we really stress not taking a niche selection very seriously because this can reduce the amount of product returns, customer interaction in general by just choosing the right niche.
But regardless of that, you are going to get complaints of some sort at some time. There are just people out there that just refuse to take any sort of logic, and you have to try and deal with them. Number one; I'll always be polite. No matter what they're saying, no matter what they're accusing you of, no matter what they said they got in the mail, and no matter what they said you said, just be polite and never ever get angry, get upset, take your frustration out on them. Just be neutral, be very, very neutral in your responses.
If you're not already on the phone, maybe in an email, be neutral, and don't get upset. You really got to be cool, because it can ruin your reputation altogether, especially if you're writing something in an email and therefore adding that to their friends and posting on social media etc. It's a nightmare waiting to happen. So, make sure you do not get upset. Just take as it comes and deal with it.
So, a customer might actually write back to you and have a complaint about a product, technical issue, something that you don't actually know full well yet. You might not know the ins and outs of every single product or every sale, all the ins and outs of your business for that matter, and the way everything functions, the shipping, and the suppliers, and there might be questions that you can’t answer. But what I will say is, even if you don't know the answer, write back to them and just give them some kind of answer saying, look, I've received a complaint or received your request, blah, blah, blah, blah, blah.
Give them something back. They just want to know that you've got their email or you've taken their phone call. You say even if you're on the phone, say look, I actually I'm not too sure about that. I will find the answer for you and I'll get back to you as soon as I possibly can. Never leave them in the dark. That's when things get really bad. That's when they start getting very, very upset when you're just ignoring them, and they haven't heard anything back if it's been days or even weeks.
You might be working on the answer in the background, you might be doing as much as you possibly can in the background to find out, but if they don't know that, they think you're doing jack shit, they think you're just sitting there, just ignoring them. That's generally what the customer thinks. So, those two points will help you get through most customer complaints. Be neutral, don't get upset, try and placate them a little bit.
Number two; never leave them in the dark. Make sure that you always get back to them with some kind of answer. Even if it's something that they are not going to like, get back to them, let them know what's going on. That's the main thing, and most of your customers will be fairly happy with that.
So if you're getting any value out of this please let us know. Don't forget to subscribe if you haven't already. And obviously, if you want to learn to dropship like us here in Australia, then head over to dropshipdownunder.com.au, which is a specifically designed course by us for dropshipping in the Australian market.
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