![]() ![]() Usually, the first instinct is to get defensive. But what happens when the customer is wrong? Or, even worse, when the customer is unhappy with your product or service? The customer is always right, or so they say. ![]() It can be really difficult not to jump to the defensive when you have someone criticising you and your work, however it is never a good strategy to take. Using the right language can go a long way towards diffusing a difficult situation. Instead, try using phrases like “I’m sorry for the inconvenience” or “I understand how you feel.” These phrases show that you are empathizing with the customer and trying to resolve the issue. Another phrase to avoid is “It’s not my fault.” This will only serve to make the customer angrier and less likely to trust you. “That’s not my problem” is a surefire way to escalate the situation. There are certain phrases that you should never use when dealing with difficult customers. Try to pay attention to the words you use, as this can matter a lot. Try to be brief and to the point whilst still being friendly. Also remember to not take feedback personally as this can really impact on the way you communicate and try to resolve the issue. Secondly, staying polite will always reflect well on you and your company - even if the customer is being unreasonable. In these days of social media, it doesn’t take more than a couple of negative comments about your business to start to sway other’s opinions. ![]() It can be understandably be difficult to remain calm when dealing with a difficult customer (especially if they are not in any way doing the same back to you), but it’s important to do: losing your temper can make the situation much worse. You’ll want to make sure to list any exclusionary items, such as custom orders or sale items. This should include how many days customers have to return an item, as well as whether you accept returns for store credit or refunds. It’s also important to outline your return policy. Be sure to state your shipping terms clearly - this includes turnaround time, shipping methods and any applicable shipping fees. Not only do they help to ensure that customers know what to expect, but they also help to protect you in the event of a dispute. We show you some ways to improve your customer service to keep the 5 star ratings coming in on Etsy: Make sure your policies are clearĪs an Etsy seller, it’s important to have clear shop policies. Creating a playbook for customer interactions is therefore a must to ensure you are consistent. It’s therefore really important to have a plan in place to deal with difficult customers in a way that benefits your standing on Etsy, and also doesn’t compromise your principles. To be part of Etsy’s Star Seller program it’s also vital to ensure that you provide an experience that allows you to maintain your star ratings and thus your visibility in search results. What do you do next?Ĭraft businesses can be extremely rewarding, but they can also be challenging when dealing with difficult customers. You feel like you are being helpful, however nothing you are doing seems to be rectifying the situation. You’re dealing with a customer who is angry, irrational, and just plain difficult. ![]()
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