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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13
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Last Post May 13, 2008 2:13 PM by: maeve@ebay.com
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deirdre@ebay.com
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

Apr 30, 2008 2:18 AM
Topic: Member Workshop: Turning Unhappy Customers into Loyal Buyers

Host: hostedsupport
Date: Tuesday 05/13
Time: 1:00 p.m. to 2:00 p.m. Pacific time
Location: Workshop Board

Description: In this workshop, Jerad Schempp, COO of Certified Solution Provider HostedSupport will provide a process for turning unhappy customers into loyal, long-term buyers!

Cheers,

Deirdre
eBay Community Development
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maeve@ebay.com
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 12:52 PM
Welcome and thanks for joining us today!

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Have fun!

Maeve
eBay Community Development
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:00 PM
Welcome everyone and thanks for joining us today! I love workshops to be interactive, so please feel free to ask any questions directly relating to this topic.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:01 PM
Our eBay ID is hostedsupport and HostedSupport is an eBay Certified Solution Provider. We’ve been in business since 2003 and have an eBay Compatible Application that’s built exclusively for eBay sellers. I’m very excited to share our experience and knowledge regarding customer support issues, and how you can have more auction listings (and increase your revenue), without being swamped by customer questions.
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:01 PM
You’ve probably heard the old saying that business would be going great…if it weren’t for the customers. Normally this isn’t case, but no matter how well you run your business it’s inevitable that you’re going to have some unhappy or “difficult” customers.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:02 PM
Difficult customers come in many shapes and sizes. Some may have a legitimate complaint. Some may simply have a personality that rubs you the wrong way. Some may be overly picky or constant complainers. Others may be extremely emotional and angry with you, either for a good or a bad reason.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:03 PM
No matter how difficult certain customers may be, it’s important that you learn to deal with them positively and constructively, because, and this is especially true on eBay, if you fail to deal properly with one disgruntled customer that customer may spread the word about their negative experience to hundreds of others. However, deal with an unhappy buyer adeptly and they will become a loyal and happy customer who will sing your praises.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:03 PM
In most cases, customers will remember the way you handle a problem much longer than the actual problem itself.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:04 PM
And look at the bright side. Most customers who feel wronged simply take their business elsewhere without giving you a chance to correct the situation. A customer who is complaining cares enough to talk with you and hasn’t decided to give up and move on to your competition. Difficult customers are providing you with the opportunity to demonstrate your ability to professionally diffuse the problem while building a strong customer relationship for the future.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:04 PM
So, let’s say you’ve just received a flaming email, or even worse, are suddenly confronted with an unhappy customer on the phone. What’s the best way to deal with this disgruntled customer? Here’s a proven process that will help you deal with the situation.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:05 PM
RESPOND IMMEDIATELY
If the customer has sent you an email or left a voicemail, respond pronto. Rapid replies are always important when providing customer support, but this is especially true with disgruntled customers. The longer the customer has to wait for a response, the angrier they’re going to get.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:06 PM
STAY CALM and LISTEN
This may be the hardest part of dealing with an upset customer. No matter what the reason for their anger…a malfunctioning product, late delivery, a billing issue, or just a figment of their imagination…at first you’re best off simply listening. Let the customer sound off as long as necessary, and sometimes a problem can be diffused by simply giving the customer this chance to vent.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:07 PM
When a customer is very angry, it’s natural that your first reaction may be to also become angry and defensive. But remember that the customer isn’t personally attacking you. If you lose your temper it’s inevitable that the situation will get out of hand, and you’ll both end up losing. There’s no way to come out a winner in an argument with a customer. When the customer realizes that you’re listening he/she will eventually calm down and you’ll then be able to handle the issue constructively.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:08 PM
CLARIFY the PROBLEM
Once the customer has gotten the issue off their chest, start asking questions in a neutral tone to help calm the customer down. Sometimes the problem will be clear-cut, but frequently it’s difficult understanding the bottom-line issue when a customer is venting. Asking pertinent questions will allow you to clarify the problem while giving the customer a chance to clear their thoughts and become rational. When you think you understand the details, restate the problem for the customer to make sure you’ve got it right. This will also show the customer that you’ve listened and that you care about resolving the issue.
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hostedsupport
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Member Workshop: Turning Unhappy Customers into Loyal Buyers - May 13

May 13, 2008 1:08 PM
VALIDATE / APOLOGIZE
Now that you fully understand what has upset the customer, tell him/her that you understand their frustration. Even if the problem is insignificant or seems irrational to you, it’s still important to show the customer that you respect their concern. Then assure the customer that you will do what you can to remedy the situation as quickly as possible.
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