Sunday, January 26, 2014

LIST-Method; on How to Remove Negative Feedback on eCommerce Marketplaces & How to get Better Rating by Buyers

  1. If you ever receive negative feedback or low rating, remember customer is always right
  2. Take a deep breath, hold on (inflated lungs & stomach have air like a balloon), imagine you are doctor & customer is giving you opportunity to solve the problem & you are problem solver/solution provider, then release your breath (deflated lungs & stomach) after loooooong pause.
  3. Customer trusts you, understand & knows that you can solve the problem & hence negative feedback
  4. Always be humble, keep all communication channels open  & seek ways to delight customer
  5. How & what went wrong is something to be deliberated internally later on
  6. Never ever be rude or threaten the customer
  7. Always remember customer is a human being & all humans often react emotionally, perhaps negative feedback is influenced by some one else
  8. Always give multiple options to resolve a issue, perhaps more than what customer expects
  9. Always remember, buyers like to return for repeat purchase & trust seller who can solve the issues
  10. Proactively think, check & audit, process adherence to your systems
  11. Empower your staff 
  12. Most important, please do not operate on wafer thin margins, account for 2% losses for unforeseen reason & spread your risk.
Simple Process: 
L-Listen & Understand Issues.....just Listen, Listen, Listen, God has given us 2 ears, use them :)
I-Isolate what is that pinching the customer, do not assume
S-Solve by giving options, Speed to implement whatever agreed to resolve
T-Take feedback/followup

Exhibit both, masculine & feminine behavior, women brain thinks like many Christmas lights & men think like single high watt bulb....energy is the same either 10*6W OR 60W

We empowered our staff, all were authorized to;
  1. Exchange
  2. Gift Freebie
  3. Refund for non receipt within 4 working days of courier dispatch/no tracking information available
  4. Exception for postal orders delivery; within 6 days national delivery & 15 days international delivery
  5. Educate international customer about shipping options; standard, economy & expedited. We always charged reasonably for expedited international shipping
  6. More on how we used these techniques practically at our workplace, in next blog... you can also subscribe or mail me at prabhjotsood@gmail.com