When customer service staff encounter complaints and disputes, they should be fully prepared and face them positively. Everything should be aimed at customer satisfaction. They should take the initiative to negotiate with customers to solve the problem, improve customer satisfaction, and lay the foundation for getting more orders. In the communication process, customer service staff can handle disputes according to the following principles.
1. Use effective communication skills
When receiving a complaint, customer service staff must first communicate effectively with customers, which requires timely response and the use of effective communication skills. Timely response means that when a customer is dissatisfied with the execution of the order and the quality of the goods, the customer service staff should respond immediately and negotiate with the customer in a friendly manner. Moreover, the AliExpress platform has a time limit for responding to disputes. If the seller does not respond within the specified time and the response times out, the seller will be required to refund directly. Therefore, timely response is the primary principle for handling disputes.
If the customer has not received the goods for a long time, the customer service staff can resend the goods to the customer or consider other alternatives within an affordable range; if the customer is dissatisfied with the quality of the goods, the customer service staff should negotiate with the customer in a friendly manner and consider solutions in advance.
When communicating with customers, customer service staff should pay attention to communication skills and the use of language, and strive to achieve “even if the goods cannot satisfy customers, the attitude must be impeccable for customers”. First of all, pay attention to the changes in customer psychology. When customers are dissatisfied, customer service staff should try to guide customers to keep the order, and also meet some other needs of customers; when refunds occur, customer service staff should try to guide customers to achieve partial refunds and avoid full refunds and returns.
Under normal circumstances, customer service staff should try to communicate in written form as much as possible, and should avoid voice conversations with overseas customers. Communicating in written form can not only make the information exchange between buyers and sellers clearer and more accurate, but also leave evidence of communication, which is conducive to the handling of possible disputes in the later stage. Sellers should keep instant messaging online, pay attention to inbox information frequently, and respond to customer inquiries in a timely manner. Otherwise, customers will easily lose their patience to wait, and sellers are likely to miss the opportunity for customers to buy again.
2. Customer-centric
When dealing with problems, customer service staff should adhere to the principle of customer first, consider from the perspective of customers, and find ways to solve problems in a friendly way. If the company can bear a certain range of return rate or dispute losses, it can try to reduce the losses of customers, which will win more opportunities for itself.
In addition, customer service personnel should also understand the customs and habits of the customer’s location, understand the language and cultural habits of different countries and regions, so as to narrow the distance during communication and respond to customers in a targeted manner. Customer service personnel must also learn to judge the customer’s personality and temper by the customer’s writing style. If the language used by the customer is concise and concise, it can be judged that the customer may be vigorous and resolute and does not like to drag his feet. If the seller actively adjusts the communication method according to the customer’s personality and temper, it will help promote the smooth communication between the two parties.
3. Retain evidence
Customer service personnel should retain all valid information during the transaction process. If a dispute arises, it can be used as evidence to help resolve the problem. During the transaction process, customer service personnel should be able to provide timely and sufficient evidence, provide relevant information to customers for negotiation, or provide it to AliExpress to help with the ruling.