As long as a product is sold, whether it is a product or a service, there will inevitably be a time when after-sales service is needed.
Although most of the time, when I receive emails from Amazon or customer service, I will be very patient and actively follow up, but when I encounter some buyers who will threaten to return the goods or give bad reviews at every turn, sometimes I really want to ask them to return the goods directly. However, in order to handle the situation more actively, I still need to improve the after-sales processing flow.
One day I was in a bad mood. As soon as I got to work, I received an email from the buyer saying, "If you don't deal with it immediately, I will go to Amazon to return the product." I replied directly: "You can return the product." As a result, I immediately received a one-star feedback from the buyer, plus a one-star negative review. The main content of the review was: "The Seller is Very Rude."
When I received such 1-star Feedback and Review, in order to reduce losses, I continued to communicate with the buyer through emails, hoping to delete such negative reviews. I immediately replied with a long list of explanations: "Hello, I just received your Feedback. I am very sorry that you felt I was rude during our conversation just now. I sincerely apologize to you." However, it seemed that the buyer was no longer happy and was unwilling to pay attention to me.
In fact, I was already in a depressed mood, and now I became even more depressed.
So I talked to a senior friend who has been in the business for decades. The buyer said he wanted to return the goods, so I just satisfied him and he went ahead with the return. I don't understand why this buyer was so unhappy and immediately gave all kinds of feedback and bad reviews.
The elder brother said to me earnestly: "Actually, if I hear you tell me directly to withdraw directly, I will feel very uncomfortable. If you can explain it to him patiently,
The first step is to thank you for choosing our store to shop, and thank you for contacting us.
The second step is to say we are very sorry that our product has such a problem. Currently, please list the possible causes and solutions for this problem one by one.
Step 3. If you have tried all the above methods and the problem still cannot be solved, you can contact me immediately and I can apply for a replacement or refund for you.
If you need any assistance from me, please feel free to contact me. Looking forward to your reply.
For a company like theirs, the after-sales service has basically been organized into a systematic module. Most of the content can actually be responded to through the above template, and the opening and ending can be applied. The only difference may be the solution to the specific problem in the middle.
However, if there is no such positive communication to solve the problem, it is very normal to cause customer dissatisfaction and result in returns. However, for the after-sales system of the Amazon platform, such as the necessary after-sales cards, detailed electronic manuals, installation videos, etc., some of the necessary content should be prepared in advance. In fact, the more detailed the content, the more part it is in after-sales.
After-sales service is also a part of Amazon's operation that can save money. If the after-sales service is done well, it can create a secondary link with buyers who have already purchased, and perhaps accumulate a good review. The more good reviews accumulated, the more new users can be attracted to make purchases, and perhaps even lead to repeat purchases.
However, if the return rate is too high, the profits earned earlier will eventually go into after-sales service, which will be counterproductive.
I have also collected and compiled some email follow-up templates for various situations that can be used as reference. Reply to the backend of the official account: email template, and you will receive some email templates that I have compiled in Evernote.
