Customer acquisition and retention should be the primary goals of every business, especially online businesses like eBay and its alternatives hoping to be a brand. Customer retention is always better than acquiring a new customer, and the facts attest to that.
According to an estimate by Bain & Company, the cost of acquiring new customers is 6-7 times more than retaining and selling to an existing one. As per Market Metrics, there is about 70 percent probability of selling to an existing customer as compared to about 20 percent probability of selling to a new customer. Data by the White House Office of Consumer Affairs also thinks that loyal customers are worth up to 10 times more than the value of their first purchase.
All these points prove that retaining existing customers is way smarter than seeking new ones. If you are nodding your head in agreement, then you should keep scrolling to find out 15 simple ways to respond to customer grievances in online selling without losing the customer base.
- Control the Reactions
The first thing you should do when it comes to responding to customer grievances is to learn not to be reactive. You should first try to understand the perspective of the customer as it will help you realize why they are angry. Once you do that, solving the problem would become easy.
- Find a Mid-Way
If your customer wants something you can’t deliver, it’s not smart to bluntly say no. Instead, you should find a way that suits both of you. For instance, if the customer wants a full refund and you can’t afford it, you can offer half the amount in the form of discounts on future purchases and half as cash.
- Be a Friend
When you want the customer to feel at home, you should never point out their mistakes. For instance, if a customer wants to return a product outside of the return window, you should not bluntly refuse. Instead, you should convince them to accept other options like getting half price as a refund after returning the product or levy a suitable penalty.
- Learn from Them
In case a customer is angry, you should not blame the customer. Instead, have a look at your product or service to realize how you can improve it to ensure that more customers don’t feel agitated in the future. Taking feedback of an angry customer and implementing it is the best thing you can do to satisfy him or her.
- Keep Calm
Yes, you need to be calm and patient when dealing with an angry customer. Take a few minutes to allow the customer to vent his or her anger and then talk to him or her in calm tones. It will make the customer calmer and see reason instead of just shouting.
- Ask their Expectations
If you want to turn angry customers into happy ones, you should learn to value their opinion. Ask them what they want and follow the solution if it’s feasible. For instance, if the customer is facing an installation problem, you can send over people to install the products for free and turn an angry customer into a happy one.
- Provide an Add-on
One of the best things you can do while responding to customer grievances is to make sure that the customer has a smile on his or her face. To do that, you should not only solve the problem a customer has but also offer an add on gift to the customer like a 20 percent discount for being a loyal customer. It’s a sure shot way to make customers smile.
- Please the Customers
In many cases, the customers simply want you to admit that you are wrong and they are right. So, accepting your mistake, even if you didn’t make it, but the shipping company did, is the best way to please a customer. Yes, it might seem like soothing the ego in some cases, but in most cases, you’ll be making the customer feel important.
- Listen to Them
Whenever a customer has had a bad experience, he or she wants someone to listen to the whole story and the trouble it caused them. So, you should be the ear they want. In most cases, the customer will thank you for being patient and be happy if you assure them that the experience won’t ever be repeated in the future.
- Provide Human Touch
Even if a customer has written a long email to you to show that they are angry, the best way to handle the situation is to call them back and offer the human touch. When the customers realize that you are willing to go the extra mile for them, they will calm down.
- Remember that Designations Matter
In cases where a customer seems to angry, it is a smart move to let a person of your company who has a high designation like a manager or a VP talk to the customer. It will assure the customer that he or she is important and the management is involved in keeping the customer happy.
- Ask Questions
If you are sure that you sent the right product and the customer is complaining that the product which was delivered was wrong, then you need to ask the right questions like did they think the package seal was broken, was the package lighter than expected, etc. It will help you determine when and how things went wrong (maybe the delivery person nicked stuff) so that you can fix the problem once and for all!
- Be Polite
When you are new in the world of customer service, you may feel the need to put the phone down or shout back at the customer who is shouting at you. Well, these things might help you feel better for a while, but it will very likely damage your company’s brand image and potential revenue sources.
- Be Attentive
Never sound bored when listening to an angry customer. Instead, you should be attentive, make remarks on the problem and ask the right questions like how can I fix this for you. If the customer thinks that no one is listening, he or she might decide to cut the call and switch to a competitor.
- Offer Customized Solutions
Giving standard answers is highly discouraged when you are dealing with an angry customer. You should try to call the customer by the name and offer him or her rewards that he or she will appreciate. For instance, if the customer is more inclined towards buying shoes and you can see that in the order history, make sure that you tell the customer about an upcoming shoe sale or offer a discount on the next time they shop for shoes. It will make a customer feel privileged!
It can be seen that all the 15 simple ways to respond to customer grievances in online selling without losing the customer base mentioned here are quite amazing.With this you can also check out our other blog of All you need to know for captivating the buyers in your E-commerce marketplace in these 7 simple steps. You can use one or a combination of them to turn an angry customer into a happy one within a few minutes!