Two Wrongs (CAN) Make a Right

Whether you’re an e-commerce business owner, a regular online shopper, or have worked as a customer service representative, it’s hard to admit, but it can’t be denied: business is not always perfect. Sometimes, fragile products arrive to a customer’s door in pieces, an employee in the warehouse pulls the wrong item, an item is not what the customer though they would be getting according to the product description…a number of things can happen. This creates unhappy customers who were not hoping to go through the return and exchange or damaged claims process.

When things go wrong, you can keep your composure and still maintain a strong client base. You just need to handle it the right way.

First and foremost, when the customer contacts you with a complaint, start your response by apologizing for any inconvenience. No matter how angry the customer is, stay calm and make sure you understand what went wrong. Obtain specific details you need to resolve the situation, including but not limited to:

-Problem with the products (wrong item altogether, defective product, items missing from shipment, etc.)

-Any damage the package sustained in transit

-How the customer would like to handle the situation: Do they need a replacement by a certain time or do they want a credit card refund or store credit?

Once you’ve gotten this information from the customer, research the situation and give them a time frame for when you expect resolution: the earliest date it will be resolved and the latest. Once you provide that time frame, keep your promise to the customer. Again, no one likes to be kept waiting longer than necessary. If you run into a delay in resolving the situation, ensure they know about it.

Finally, when everything has been handled, contact the customer and let them know when they will see the resolution (example: Your replacement item should get to you within five business days). You never know…you may turn a once frustrated customer into repeat sales if all goes well!