Amazon for more than a decade continually developing its activities on several continents, earning another interested consumers. Efficient marketing, extremely fast delivery, and customer centric culture are features that can easily come to mind in the context of e-commerce giant. These factors have a huge impact on the performance and success of the platform. It is impossible to become an e-commerce leader, without consulting how to understand and satisfy consumers. By adopting the principle of “customer focus” Amazon broke the bank and set new trends in online sales. Bringing it into force Amazon made the customers are satisfy and loyal. Adapting to the buyers, the platform has also introduced a system for rapid dealing with potential issue. Specially designed for this purpose Amazon’s customer service department allows you to continue acquiring new customers around the world. But how? Today’s post is dedicated to best Customer Support Practices that will help you build a loyal customer base.
Analyse and read with understanding customer complaints
The most important rule, which Amazon won over customers around the world is to return to the operative part of the “customer is always right. And when it does not see the first point. “
The seller must inspect each complaint and carefully listen all consumer criticism. Imagine how difficult it is to deal with a company that does not want to admit to mistake. What is more, considering only online customer support, it is easy to make a mistake. The first, basic and very important step allows clients to feel at ease. They know that you are on their side.
All customers messages read carefully and with understanding. Try to put yourself in customer’s place. In this way, you will gain the best perspective to resolve a problem. Often, many consumers’ complaints remain unresolved, just by the lack of a broader perspective on the matter. Unfinished disputes protracted correspondence or rude behaviour or inflexible customer service representative becomes annoying reality in today’s online environment. For this reason, many disappointed customers not return to that seller. Next time, simply select the competition. Moreover, the consumer who bears a grudge against your brand disseminates negative opinion about you and your products. In this way, you miss the chance to convert a single purchase into a loyal customer.
Amazon’s customer service examines all their complaints professionally and with the most customer care. They address clients by names (as well as introduce themselves), apologising for the inconvenience and listening carefully complain. Customer service staff spend a lot of time to understand the nature of the complaint, and effectively solve the problem. What should be characterised by good clients support and individual approach, kindness, careful analysis and a sincere desire to solve the problem. After all, who treated in this way would not want to use your services again?
To sum up:
- Read with understanding.
- Be kind.
- Try to put yourself in customer’s place
- Remember the other side is also a man, so be kind.
Best Customer Support Practises – only complete information
There are two main reasons why you should give so much attention to understand your clients. Firstly, being kind and tailored to their needs, you will ease pressure. Secondly, you make an action plan based on the most comprehensive data that you can collect. Even after a few words, you can deduce what a person expects.
Answer each question in the message. Specify a plan to solve the customer’s problem and you communicate it clearly. Keeping informed consumer is crucial in Amazon politics. Even if there is any trouble, Amazon sends an e-mail confirming the receipt of orders and almost immediately sends another email with tracking information. The customer can follow his or her order at every stage of delivery.
Notify customer following these actions, introduce how you want to solve the issue step by step. Give the client a list of actions that you perform, and ask him or her if he or he is satisfied with the final solution. This last part is very important in resolving disputes.
To sum up:
- Pay attention to the problem, so you can provide the appropriate solution.
- Create an action plan to achieve a satisfactory outcome from the point of view of customers.
- Share steps of your resolving plan.
- Ask customers if the end results meet their expectations.
Availability of customer service
Amazon’s customer service pays attention to the smallest details. This department also shows an extraordinary desire to help. You should be patient in relation with customers. When they complain make sure you understand their problem. At the same time, quickly go to the point when can solve difficulties. Do not let the customer wait too long for a response. Immediately resolved the problem increases the probability that a person forgets the inconvenience. That’s why we advise explaining the difficult situation quick. Most complaints can be really closed in literally two messages. Remember, however, that customer service employees should devote an appropriate amount of time to understand the nature of the complaint to effectively solve the problem.
To sum up:
- Be available.
- Respond timely, but precisely.
- Time to solve the problem can be crucial.
Clear and specified messages
Providing customer support, try your best to understand he or she. Apologise for the inconvenience and listen carefully. Communicate politely, but also precisely. Despite the repeating problems, it is worth adjusting the answer to the person with who you converse. Even after a few words you can dedicate what a given customer expects whether he or she is irritated and maybe simply uninformed.
Thus personalise answer and be kind all the time. This will help you find the best solution that may vary depending on customer.
Thanks to clear and detailed messages, the client will understand exactly what and when to expect when it comes to solving difficulties. In this way, the adopted complaint eliminates all places for wrong interpretations. Incorrect communication leads to misunderstandings, and unfulfilled expectations may result in customer dissatisfaction. In the e-commerce world, one disappointed consumer can reach millions with his or her negative opinion about your brand.
To sum up:
- Consumers want to be sure that their needs will be satisfied, so communicate and act definitely.
- Personalise the method you will use to solve the client’s problem.
- Inform the consumer what to expect to avoid disappointed.
Climb down and don’t forget apologise
Sometimes it’s hard to admit that we are responsible for an issue. However, with a large number of orders, it’s normal that mistakes happen. Not everything depends only on us. There are still subcontractors such as courier companies. Moreover, remember it’s impossible to satisfy all everyone. Therefore, if you made mistake, it is important to put your ego aside, admit and simply apologise. Climb down and honestly advocate customers. They deserve it and usually when you treat them fair, customer look at you more gentle. We are only people, everyone can make a mistake.
To sum up:
- Everyone makes mistakes and e-commerce commit them quite often.
- Customers will understand honest compunction.
Amazon is a powerful online retail platform. It owes its success to customer-oriented philosophy. If you use this setting in your own online business, you can be success in relationships built with clients. What’s more, a large group of loyal customers can completely change your business and increase your profits. Check our Customer service.