« Zero Friction Marketing Reviewed: Does Zero Friction Marketing Really Work? | Home | Internet Marketing Guru Reviews: Perry Marshall Review »
Handling Customer Complaints
By SherryD | October 2, 2009
Topics: Customer Service |
1 Comment »
One of the signs of a good Internet marketer is the method by which they go about handling customer complaints. However, something a bit different happened the other day, and I thought it might be of interest.
While many Internet marketers outsource customer service, for WBOBR, at this point in time, I still look at each email that arrives from our contact form. I was a bit perplexed the other day to receive an email, which didn’t name a product, yet still requested a refund. This was doubly perplexing as I am an affiliate marketer, and at this point in time, I am only promoting other people’s products and not my own product.
Still, it is important to me that people receive a response, no matter what the situation. The old adage, treat others as you would like to be treated, is never more relevant than when someone is unhappy with you, for whatever reason. Failing to answer the email would solidify in the customer’s mind, the fact that I was someone they really would not want to do business with, now, or in the future.
We all know that bad news carries quickly, especially on the Internet. So, my first goal with this individual was to to respond in a manner that acknowledged the fact that she was upset. At this point, all I knew was that she had received a CD in the mail and her credit card had been charged for it.
My second goal was to assure this customer that I was willing to help her out. It really doesn’t matter that I didn’t know which product she was referring to, she wanted to be heard, and she wanted to hear that someone was willing to look into things for her.
My third goal was to get the information I needed from her to determine which product she was referring to.
With these goals in mind, I replied to her request for a refund.
Shortly after, I received a response that identified the product as one that I am not an affiliate of. She had fallen for one of the scams being promoted on the Internet. Most of us run across these as some point in the beginning. They are the ones that offer to send you a CD for the cost of shipping and handling for a trail period of 7 days. By the time the CD arrives, the customer has most likely forgotten what it was she ordered and when that trial period is over, her credit card gets charged for the monthly fee that is the goal of this type of promotion.
Several factors led her to get in touch with our support. The first factor was that the CD that arrived had no information on it with which she would be able to contact the support of the company that sent it. The second factor that came into play was that at about the same time she ordered the CD, she also signed up on the WBOBR mailing list, and that list comes with contact information should anyone need help.
Unfortunately, I wasn’t able to immediately help this person out because it was not one of my products. However, I did let her know that I understood the frustration and yes, anger, she was feeling.
In addition, I gave her the following advice.
1) When shopping online, always look for a contact form or email address, prior to signing up or placing an order. This alone can help someone to avoid more than 90% of the scams being promoted on the internet.
2) Avoid offers that ask for your credit card information directly. Most scams avoid using merchant applications such as Clickbank or PayPal because they know the customer has an avenue for complaint.
3) If you are a victim of a scam and charges you have not authorized are made on your credit card, contact your credit card provider and request a charge back.
On the Internet, or in business of any sort, your reputation as an honest merchant or marketer is one of the most valuable items that you possess. Avoid tarring that reputation by promoting items that are shady or down right scams. Try to stick with products that are backed by others who have built up a reputation of trust.
When things go wrong and a customer is unhappy, how you go about handling customer complaints will also make or break your reputation as someone people want to do business with. Where ever possible, acknowledge the customer’s concern and if a refund is requested, see it is sent promptly. It may give you some temporary satisfaction to argue the point with the customer, but they have the power of the Internet behind them and they are not shy about letting others know about their experience, particularly one that upset them.
It isn’t always possible to make someone happy, as was the case here. However, if you make a policy of handling customer complaints with empathy, that customer will remember and will still possibly do business with you in the future.
Feel free to leave a comment and share your own views on handling customer complaints.
To Your Success,
SherryD
http://www.wbobr.com
One Response to “Handling Customer Complaints”
MATERIAL CONNECTION DISCLOSURE:
You should assume that the authors of information provided on this site have an affiliate relationship and/or another material connection to the providers of goods and services mentioned in this information and may be compensated when you purchase from a provider. You should always perform due diligence before buying goods or services from anyone via the Internet or offline.
Comments
All comments are monitored.
Please only leave comments that are relevant.
Thank you!
May 4th, 2010 at 11:09 am
Very good article, thanks for sharing your experience. There are a lot of people being scammed on the Internet today, it is really disapointing…