3 Tips for Responding to Customer Grievances When Running an Online Store

Running a successful online store can be every bit as challenging as operating a busy brick-and-mortar establishment. In addition to keeping popular merchandise in stock and processing orders, online store owners have to deal with countless questions and concerns from customers. Unfortunately, many people have a tendency to treat e-communications with unsatisfied patrons with less importance than face-to-face interactions. Not only is this disrespectful to your customers, it can earn your store negative reviews on popular consumer feedback sites. In the interest of keeping your patrons happy, take the following pointers to heart when responding to customer grievances.

1. Don’t Dawdle

Because digital communications lack the same sense of immediacy as in-person interactions, many online store proprietors erroneously put customer emails on the backburner and respond to them at their leisure. Not only does this make customers feel unimportant, it decreases your odds of attracting repeating business. With this in mind, take care to respond to all customer communications within 24 hours of receiving them. If your schedule prohibits you from providing timely responses, hiring a fulltime customer service representative may prove worth your while – as will designing your store with one of the user-friendly packages offered at http://1shoppingcart.com/features.

2. Be Courteous

Even in the absence of visible body language or audible tone of voice, it’s easy to have one’s demeanor misinterpreted in a digital communication. This is why it’s important to be as courteous as possible when composing responses to customer queries. To wit, begin each email by thanking the customer for taking the time to write and apologize for any inconvenience they may have suffered. Furthermore, take care to end each communiqué by thanking the customer once again and encouraging them to contact you any time they have another question.

3. Be Prepared to Swallow Your Pride

When working in any sort of customer service capacity, it’s important to choose your battles. This means weighing your actions against potential consequences whenever you’re tempted to deny a customer’s request or address them in a rude manner. When it comes to customer grievances, you and your patrons are not always going to be on the same page – and this will often entail swallowing your pride and honoring requests you may view as unreasonable.

Contrary to the popular adage, the customer is not always right – as anyone who’s worked in retail can confirm. At the same time, however, it behooves store owners and managers to respond to customer grievances in a timely and professional manner, regardless of how unreasonable they may seem. Additionally, a store being web-based doesn’t absolve its proprietors of adhering to the same rules of customer service. To ensure across-the-board customer satisfaction, remember to offer prompt responses to queries, adopt a courteous tone and be willing to choose your battles.