Tips for Managing Customers’ Feedbacks Effectively
Managing customer feedback effectively is one of the many responsibilities of an Amazon seller. It is also one of the most time-consuming tasks. However, it is only when you make the most of customer feedback can you truly understand your customers’ needs and concerns. Besides accumulating feedback, you also have to manage and act upon them to improve your products and service.
Customer feedback can make or break your business. That is why, as a seller, you must possess sufficient knowledge and skills in managing customer feedback may it be positive or negative.
Tips for Managing Positive Feedback
If you are doing your job well and offer products and services that your customer deserves, you are more likely to gain positive feedback from them. Here’s how to respond to positive feedback.
If your customers praise and compliment you for a job well done, a simple ‘thank you’ is enough. Always acknowledge feedback and thank your customers for the time and effort they took to do it. No matter how little their feedback is, it can go a long way and impact your journey as an online retailer.
Being polite is synonymous to showing respect towards your customers. Whenever you are interacting with your customers, always be polite as it not only leaves a good impression but also strengthens the relationship between you and your customers.
Compliment your Customers
Complimenting your customers is a great way to let them know you value them. When customers feel they are worthy, they are inspired to do business with you again. It also shows that you value your customers as much as you value your business.
Be Unique and Creative
There is a bunch of ways you can show your gratitude. If you want to be unforgettable, add a bit of uniqueness and creativity. For example, you can insert a thank you card or letter in the package. Make sure it is personalized by thanking the customer using their first name. Not only will this leave them surprised but they will also be compelled to share it across their circles. Take note, word of mouth is still the best and most effective form of marketing.
Tips for Managing Negative Feedback
Negative feedback for any business is inevitable. Remember, you will never be able to satisfy all of your customers no matter how good your product and service are. Here are ways on how to respond to them.
Be Apologetic and Empathetic
Admit your mistakes and apologize. While the customers are not always right, express empathy and say sorry for the unfortunate experience. Even if it is not your fault, acknowledge the issue and make up for the mistakes. Other than letting them know the problem won’t happen again, make sure to take steps to resolve it.
Welcome Their Opinions
Negative feedback can be disheartening. But if you try to look at them in a positive mindset, it can alter your perspective. Take negative feedback as constructive criticism. Use them to motivate yourself to work harder, enhance your products and improve your service.
Understand and Respect
Pay close attention to negative feedback and assess whether what was being said is fact or opinion. Even if the customer is wrong and the comment seems irrational or inaccurate, don’t get defensive. Responding in a professional manner shows you respect your customers and value them regardless of their feedback.
Find a Solution
The best way to win back a customer after experiencing a less-than-ideal service or product is by showing them you got the issue sorted out. Offering customers a refund, discount, coupon or replacement product can help you get their business again. If you use this approach, be sure to encourage customers to remove the negative feedback if the second experience yields better results.
Summing It Up
Responding to all kinds of feedback is a great way to show that you truly value your customers’ business. Managing feedback might be challenging, but if you learn to deal with them effectively, it will go a long way in your journey as an Amazon seller.
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