Top 5 Tips for Handling Online Complaints
Reading Time: 2 minutes It’s bound to happen to any retailer. Even the best and most reliable ones get their fair share of complaints. It is a part of selling, yet most still have a hard time trying to get around customer queries.
There are ways to handle them in a tactful manner though. Here are our Top 5 tips for handling with online complaints.
- Be Proactive. That means as a seller you must be ready to assist the customer who is complaining. There are sellers who can even anticipate such issues and try to bring complaints down before they come out. Sellers who are willing to help customers would have a better chance for returning customers as well.
- Make Sure To Respond. Customers want their issues addressed at once. Companies should make it a point to address the issue as soon as possible. Sellers who do not respond at once, or even worse do not respond at all, will have a hard time retaining customers.
- Manage social media Traffic. Social media has become a big help for many sellers. Sellers could handle complaints better if social media is handled well, with a hierarchy of priorities put in place. Complaints then can be handled more efficiently with social media traffic also handled properly.
- Go Offline If Possible. Handling complaints online can be stressful, not to mention that it can be impersonal as well. If it is possible, handle complaints offline and talk to customers personally. That would make customers appreciate the effort more, as well as show them that their complaints are seriously considered.
- Deal With Fraud. While most complaints could be genuine, there will be some who will post a complaint mainly to troll people. This could be done by some to bring down a seller’s reputation. Sellers must be aware and spot a troll/disgenuine complaint immediately.
In your experience how do you find it best to deal with complaints? List your own tips down below in the comments.
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Dave Furness
Dave is a Co-Founder of eSeller365. For over 10 years he has been involved with eCommerce with a particular interest in the marketplaces and the huge opportunities available for sellers when utilizing a multi-channel strategy. After a year of being the UK’s youngest eCommerce consultant, he built an education platform called UnderstandingE that showed the world how to utilize Magento as the “Third Generation of Multi-Channel software”.
Dave has also created a YouTube channel dedicated to entrepreneurship and eCommerce as well as a podcast dedicated to mental health awareness. When Dave isn’t working his main interests include learning and playing Chess, researching the Crypto and NFT space, and trying to find the nearest beach.