In some ways, Amazon is similar to Google's search engine, but the difference is that Amazon has only one pure purpose, which is to sell products.
As we all know, Amazon's algorithm ranks sellers' products based on keywords, ranks them based on relevance, and evaluates how sellers treat consumers.
This means that customer reviews have a significant impact on the all-important Amazon Buy Box listing.
Therefore, to successfully sell products on Amazon, sellers must ensure that the reputation of their products is as positive as possible.
Negative feedback from buyers is a daily part of Amazon sellers’ lives. On any e-commerce sales platform, you must deal with difficult customers. These buyers require sellers to be more careful in dealing with them because they have the ability to affect the sales of sellers’ products on the website.
How to respond to negative reviews?
1. customers directly through the "Manage Orders" function
Sellers need to ensure that they have all Amazon order details ready to reduce the inconvenience of back and forth, which may further confuse customers.
If the seller still does not accept feedback even though they have resolved the consumer's issue, it is okay to post a response so that future customers can see that the seller has a sincere service attitude and is willing to actively solve the consumer's problem.
Some new customers may judge whether they can buy a product based on the seller’s attitude when communicating with these buyers.
Therefore, sellers should remember to show their best level when responding to negative feedback. Even if the results are not satisfactory, such negative reviews can encourage people to buy.
2. Use email templates to handle customer complaints
As sales volumes grew, it became difficult to respond immediately and in detail to every customer complaint.
One way to handle difficult customers immediately and with attention to detail is to create a customer complaint email template that can be populated with information from your customer service system.
Customizable message templates feature summaries that speed up responses by automating key details like customer name, order details, and more.
One of the best ways to structure your customer service email responses is to follow Disney’s HEARD method. Dubbed the happiest place on earth, it still receives around 135 million complaints every year.
HEARD Method
Listening: Identify what went wrong
Apologize: Saying you’re sorry isn’t a sign of weakness, it can even lead to big change
Solution: Provide as many solutions as possible
Diagnose: Show the consumer why it went wrong and why it won’t happen again
Typical example of an email response to a customer
Dear Customers,
We see {your order did not arrive/description of not arriving}. We appreciate that {this wasn't what you expected/delayed your experience}, it's really frustrating and we're sorry about that.
{If we can help you, what can we do to make this better?} We looked into {the delivery process/website directory} and discovered that {the courier's sat nav was out of date/our database had not been updated} and have resolved this issue.
We hope this doesn't put you off from shopping with us again, please feel free to contact us if there is anything else we can help you with.
This is just a sample email response to a customer complaint, but you can create templates based on different situations to make responses quick, personalized, and more effective.
