How to 10x your eCommerce customer aftercase
This video covers our systematic approach to make aftercare as efficient as possible. Use a professional answering service. Take all customers to email because there can be no chinese whispers when both customer and retailer are doing everything in writing.
Be sure to de-personalise the experience, customer aftercare is not personal, it is a process.
Make sure you read and understand the consumer right act 2015. There are many 3rd party websites which misinterpret the act. Make sure you read the actual act itself.
A customer has the right to a refund, replacement or repair but, and it's the crucial element, but it is the retailers choice with regards which option out of the 3 it executes on.
Never be bullied by a customer. Be firm. Be fair.
As a retailer you need to respond to customers in a timely fashion but you also need to buy yourself time so that you can get a solution from the manufacturer.
Unfortunately retailers are the middle man. You get blamed for the fault.
Do yourself a favour and stop stocking any product after it has the same fault 3 times. Do yourself a favour and stop any manufacturer that does not respond or resolve faults quickly because it is your reputation that is on the line, not theirs.
Try to be as efficient and cost saving as possible. Use short templated responses. Do not get personal. Resolve the issue not the customers lifestyle.
19 янв 2024
