Tips for handling negative reviews on Amazon
After analyzing the reasons for the negative reviews, sellers need to contact buyers to handle the negative reviews. They can use email, phone, or in-site text messages. Email communication is a common communication method. If you have the buyer’s phone number, calling is more effective. Regardless of the contact method, the following points must be met.
(1) Correct attitude
No matter what the reason for the customer’s negative review, it is due to the seller’s mistake. In any case, sellers cannot blame customers. When handling negative reviews, they must treat customers as gods and not argue with customers about who is right or wrong.
(2) Know the right measure
When handling negative reviews, sellers should not be too obvious in their purpose, but should contact buyers with the attitude of helping buyers solve problems. Although the purpose of contacting buyers is to modify negative reviews, sellers should still disguise themselves in a friendly manner to make buyers feel their sincerity. As long as after-sales service is good, buyers will basically take the initiative to modify negative reviews.
(3) Improve the negative review handling plan
When handling negative reviews each time, sellers should summarize the methods used to successfully resolve negative reviews each time, so that they can refer to them when they encounter negative reviews in the future. For example, if the product is damaged when it is delivered to the customer, the seller will immediately send an email to the buyer and ask the buyer to take a few pictures and send them over. After the seller confirms that the product is damaged, they will send another email and let the customer choose whether to refund or resend a new product, and then make the corresponding handling. Sellers can sort out this process and directly modify it according to the situation when encountering such a situation in the future. This will not only improve work efficiency but also increase the success rate.