7 Customer Service Mistakes That Get You Negative Neutral Feedback - By OBVA Virtual Assistants


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In online business platforms like Amazon and Ebay, we can resolve our customers’ concerns through email support and voice support. For any type of business, customers are the asset. Hence it is very important to keep customers happy because if they are satisfied with service, they will become walking advertisements for your business. And we all know how effective word of mouth publicity is!
When customer concern is not resolved properly and promptly, they tend to leave Negative/Neutral Feedback at your eBay and Amazon store. The eBay Virtual Assistants and Amazon Virtual Assistants at OBVA have been handling client stores for years. We manage store feedback and send follow up emails to customers to work our a solution so that the feedback score is above 99%. Great customer service is what makes you a successful seller at Amazon or a eBay topseller.
From our experience, we share the 7 most common customer service mistakes that get you Negative/Neutral Feedback.

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7 Customer Service Mistakes That Get You Negative Neutral Feedback - By OBVA Virtual Assistants

  1. 1. <ul><li>7 Customer Service Mistakes That Can Get You Negative/Neutral Feedback In Amazon/Ebay Business </li></ul><ul><li>www.obvainc.com </li></ul>
  2. 2. Objectives of this Presentation <ul><li>Introduction </li></ul><ul><li>Failure To Listen </li></ul><ul><li>Failure In Leaving Emails Unresponded </li></ul><ul><li>Failing To Keep Up Your Promises </li></ul><ul><li>Failing To Bend Over Your Rules </li></ul><ul><li>Inaccessibility </li></ul><ul><li>Failing To Follow The Fundamental Email Procedures </li></ul><ul><li>Failing To Hire Professionals </li></ul><ul><li>Conclusion </li></ul>
  3. 3. Objectives of this Presentation <ul><li>Who are we? </li></ul><ul><li>What we believe? </li></ul><ul><li>What we do? </li></ul><ul><li>How we work? </li></ul><ul><li>What we can do for your store? </li></ul><ul><li>Working Model </li></ul><ul><li>Thank you! </li></ul>
  4. 4. Introduction <ul><li>Customers are the asset for any type of business. If your customers are happy, they will become walking advertisements for your business. </li></ul><ul><li>When customer’s concern is not resolved properly and promptly, they tend to leave Negative/Neutral Feedback at your eBay/Amazon store. </li></ul><ul><li>Here are the 7 most common customer service mistakes that get you Negative/Neutral Feedback . </li></ul>
  5. 5. 1. Failure To Listen <ul><li>The biggest mistake a customer service representative can make is not listening to the customer attentively. </li></ul><ul><li>It is important that you listen to the customer first. </li></ul><ul><li>By being attentive to your customer, you gain their confidence that you are there to take care of their issues. </li></ul><ul><li>When you fail to listen your buyers, they feel neglected and leave negative/ neutral feedback at your online store. </li></ul>
  6. 6. 2. Failure In Leaving Emails Unresponded <ul><li>It is important to maintain the TAT (Turn Around Time) while responding your customer’s queries. </li></ul><ul><li>If you are not sure about the solution or if you need sometime to resolve their issue, request them for sometime. </li></ul><ul><li>For example, you can request 24 hours, 48 hours, etc.. to get back to them regarding the solution. </li></ul><ul><li>If your customers are not informed about this, they will feel that they are ignored. </li></ul>
  7. 7. 2. Failure In Leaving Emails Unresponded <ul><li>This will make them leave negative feedback for your store or at least their attitude towards you/your store will get negative. </li></ul><ul><li>Hence , it is smarter to let the customer know that you are working on the solution and how much time you need to get back to her. </li></ul><ul><li>This would give them a confidence that their issue is being taken care of and will be resolved quickly. </li></ul>
  8. 8. 3. Failing To Keep Up Your Promises: <ul><li>At times, to get a sale, many sellers make some promises which are not kept later. </li></ul><ul><li>This is a huge mistake that any seller can commit. If you make a promise, keep it by any means. </li></ul><ul><li>Therefore, you must think many times before committing otherwise it leads to a negative attitude towards your brand or store. </li></ul><ul><li>So, only make promises that you can fulfil. </li></ul>
  9. 9. 4. Failing To Bend Over Your Rules <ul><li>Rules are meant to run any business effectively. They are important. </li></ul><ul><li>However, customers are the people who make your business run. So they are most important assets for any business. </li></ul><ul><li>Follow rules. But, do not over follow them to an extent that you are not at all flexible to help out a customer. </li></ul><ul><li>This would certainly builds good relationship between you and your customer. </li></ul>
  10. 10. 5. Inaccessibility <ul><li>If you are supporting your customers either by email or voice support, make sure that you are accessible as they might need to contact your store for any clarification or information. </li></ul><ul><li>Give your contact details on your store profile .This creates a trustworthy business relationship. </li></ul><ul><li>If you are not accessible for your customers, their next step would be filing claims and/or negative feedback. </li></ul>
  11. 11. 6. Failing To Follow The Fundamental Email Procedures <ul><li>Clearly defined customer service policy is important. Clearly defined FAQ is important. Return policy is a must. </li></ul><ul><li>Thank your customers for their business. Apologize immediately for any inconvenience. </li></ul><ul><li>It costs nothing to write a nice polite email but gets you tons of reputation. 101 email etiquette tips has a nice list of 101 tips that you can read through once for reference. </li></ul>
  12. 12. 7. Failing To Hire Professionals <ul><li>Make sure that you hire right kind of customer service professionals who is dedicated to solve your customer’s queries, claims, feedbacks etc.. </li></ul><ul><li>They can write pleasant, courteous, and polite emails to your valuable customers. </li></ul><ul><li>Hire professionals who work for their clients to consistently maintain 100% positive feedback. </li></ul>
  13. 13. Conclusion <ul><li>Good customer service can not only help you get positive feedback for your store, but can turn your customers as long term buyers. </li></ul><ul><li>This increases your sales. Hire trained Customer Service Professionals today so that you no longer have to worry about un-responded emails. </li></ul><ul><li>OBVA can help you in creating FAQ, Return Policy, and Customer Service Policy to start with effective outsourcing for lower costs and better business. </li></ul>
  14. 14. Who are we? We are a team of A team of Virtual Assistants Experienced in managing Ebay/Amazon Stores Right from Product Idea to Feedback Management And we love to keep OUR and YOUR Customers Happy
  15. 15. What we believe? <ul><li>Long term business relationships </li></ul><ul><li>Reduce costs and worries </li></ul><ul><li>Quality over Quantity </li></ul><ul><li>Timely Service Delivery </li></ul><ul><li>Reliable Services </li></ul><ul><li>Adding value to our clients’ business </li></ul><ul><li>Flexible Service </li></ul><ul><li>Integrity </li></ul>We don’t work for your competitor stores in same product
  16. 16. What we do? <ul><li>Reliable and quality services at an affordable budget, </li></ul><ul><li>for your </li></ul><ul><li>Amazon Online Stores </li></ul><ul><li>EBay Online Stores </li></ul><ul><li>Services can be full time, part time and project based </li></ul><ul><li>Choose the type of services </li></ul><ul><li>Pay only for what you have used </li></ul>
  17. 17. How we work? <ul><li>Single service or bundle of services for cost savings </li></ul><ul><li>One point of contact </li></ul><ul><li>Always contactable </li></ul><ul><li>Feedback based approach </li></ul><ul><li>Regular reporting </li></ul><ul><li>You only pay for what you use </li></ul><ul><li>Flexible reporting structure </li></ul><ul><li>Back up Virtual Assistant at no extra cost </li></ul>
  18. 18. Our Client Outsourcing manager Internet research Expert, Social Media expert, MS office expert, Blogger, Web designer <ul><li>Training </li></ul><ul><li>Updates </li></ul><ul><li>Reporting </li></ul><ul><li>Feedback </li></ul>
  19. 19. Services we offer <ul><li>We categorize our customized services in to three, as per your needs. </li></ul><ul><li>Internet Research </li></ul><ul><li>Promoting your store and listings </li></ul><ul><li>Order and inventory management </li></ul><ul><li>Customer Service </li></ul><ul><li>Feedback and dispute management </li></ul><ul><li>Documentation and reporting </li></ul>
  20. 20. Working Model <ul><li>Retainer Packages </li></ul><ul><li>10hrs/week </li></ul><ul><li>20hrs/week </li></ul><ul><li>40 hrs/week </li></ul><ul><li>Or more </li></ul><ul><li>Project based outsourcing </li></ul><ul><li>Starting from 10 hr projects </li></ul><ul><li>You only pay for what you use </li></ul><ul><li>We roll over un-used hours for a month </li></ul>Try us today! We are risk free..
  21. 21. Lets get started! Step 1- Email us [email_address] Step 2 – Our Outsourcing Manager contacts you. We understand what you need. Step 3 – We start work!
  22. 22. Thank you <ul><li>Contact us today to let us know how we can help! </li></ul><ul><li>Email- [email_address] </li></ul>