It is a common phenomenon for cross-border e-commerce sellers to receive neutral or negative reviews from customers. Neutral or negative reviews from customers play a role in supervising and warning sellers, but sometimes malicious negative reviews also exist. In this process, sellers should treat the evaluations given by customers objectively, distinguish right from wrong, eliminate the adverse effects of negative reviews as much as possible, and actively create good reviews. According to the reasons for the neutral and negative reviews from customers, timely discover and solve the problems of goods or services, and actively communicate with customers to establish customers’ confidence in goods and sellers.
1. Customers give neutral reviews and communicate in time
If customers give neutral reviews, generally speaking, this is because customers are not completely satisfied with the goods. At this time, customer service staff should take the initiative to contact customers in time, ask the reasons, and guide customers’ psychology to strive for customers’ understanding.
2. Request to modify negative reviews
If customers give negative reviews, customer service staff must treat them rationally at this time, and must not panic. They must communicate with customers in time to find out the specific reasons for the negative reviews, whether they are dissatisfied with the goods themselves, or there are problems with logistics or services.
If the customer is not satisfied with the product, you need to know where the customer is dissatisfied and provide good customer feedback. In this case, the common problems are damaged goods, wrong goods or color errors, and long-term non-receipt of goods. For these problems, the customer service staff will first apologize to the customer, seek the customer’s understanding, and then explain to the customer in detail: if it is a problem with the appearance of the product, it may be damaged by long-distance transportation or logistics scratches; if it is a problem of sending the wrong goods and the customer has not received the goods for a long time, you can negotiate with the customer for return or refund. The customer service staff can also euphemistically ask the customer to provide pictures of the arrival of the goods, so as to facilitate the seller’s subsequent improvements, so as to bring customers a better shopping experience.
In addition, when sellers upload product information on cross-border e-commerce platforms, they must not blindly beautify product pictures. If there is a possibility of defects in some parts of the product, it must be clearly marked. If there is a delay in delivery during holidays, the actual transportation conditions must be clearly stated on the web page in advance.
In short, for customers’ negative reviews, customer service staff should be patient, respect customers’ opinions, and try their best to get customers to change negative reviews to positive reviews. The following sample essays are for reference.
Dear XXX,
We are sorry to see that you left negative (or neutral) feedback relating to your recent purchase experience from our store.
Please contact us at any time so we can find out why you were unhappy and resolve your problems. And we will offer you a satisfied solution about that. Please feel free to contact us.
We hope then you can revise your feedback into a positive feedback for us!
Thank you in advance.
Best wishes.