{"id":11530,"date":"2018-01-25T10:11:47","date_gmt":"2018-01-25T10:11:47","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=11530"},"modified":"2024-12-12T17:25:06","modified_gmt":"2024-12-12T17:25:06","slug":"positive-customer-service-amazon","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/positive-customer-service-amazon\/","title":{"rendered":"7 Positive Customer Service Tips for Amazon Sellers"},"content":{"rendered":"<p><em>Guest post by Justin Golschneider from <a href=\"https:\/\/www.channelreply.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">ChannelReply<\/a><br \/>\n<\/em><\/p>\n<p><strong>Positive customer service can set Amazon sellers apart from the competition and maximize their chances of <a href=\"http:\/\/www.repricerexpress.com\/win-amazon-buy-box\/\">winning the Buy Box<\/a>. Here are seven ways to wow your customers without breaking <a href=\"https:\/\/www.amazon.com\/gp\/help\/customer\/display.html\/ref=hp_rel_topic?ie=UTF8&amp;nodeId=200414320\" target=\"_blank\" rel=\"noopener noreferrer\">Amazon communication policies.<\/a><\/strong><\/p>\n<h2>1. Phrase Positively<\/h2>\n<p>Poor phrasing can instantly destroy a customer relationship. Here\u2019s how to spot negative statements and transform them into positive ones:<\/p>\n<p>Remove the word \u201cyou\u201d from sentences that describe a problem; otherwise, it will sound like you\u2019re blaming the customer.<\/p>\n<ul>\n<li><strong>Bad:<\/strong> \u201cWe\u2019re sorry<em> you<\/em> couldn\u2019t figure out how to use the product.\u201d<\/li>\n<li><strong>Good:<\/strong> \u201cWe\u2019re sorry <em>our<\/em> instructions were unclear.\u201d<\/li>\n<\/ul>\n<p>Avoid negative words like \u201cdon\u2019t,\u201d \u201ccan\u2019t,\u201d and \u201cnever.\u201d Replace them with positive statements.<\/p>\n<ul>\n<li><strong>Bad:<\/strong> \u201cI <em>don\u2019t<\/em> know the answer. I\u2019ll have to call the manufacturer.\u201d<\/li>\n<li><strong>Good:<\/strong> \u201cGood question! I <em>will<\/em> ask the manufacturer and get back in touch as soon as I hear from them.\u201d<\/li>\n<\/ul>\n<p>If the customer is being difficult or you\u2019re having a bad day, reread the message before sending and make sure your reply doesn\u2019t sound angry.<\/p>\n<p>Keep your tone positive and more of your customers will stay positive as well. It\u2019s an easy way to avoid altercations and low seller ratings.<\/p>\n<h2>2. Kill Repetitive Tasks<\/h2>\n<p>Repetitive tasks are mentally and physically debilitating. <a href=\"https:\/\/www.ncbi.nlm.nih.gov\/pubmed\/7245925\" target=\"_blank\" rel=\"noopener noreferrer\">A study of Swiss workers<\/a> found that repetitive tasks resulted in <a href=\"http:\/\/psychology.iresearchnet.com\/industrial-organizational-psychology\/job-satisfaction\/role-overload-and-underload\/\" target=\"_blank\" rel=\"noopener noreferrer\">qualitative role underload<\/a>, reduced ability to process info, and physical problems like eyestrain.<\/p>\n<p>The last thing you want is a customer service department driven nuts by repetitive tasks. If you or your people are bored, in pain, and unable to think clearly, you\u2019ll have a very difficult time providing positive customer service.<\/p>\n<p>Let\u2019s look at one example and how to solve it.<\/p>\n<p>Answering the same questions over and over again is one of the most mind-numbing tasks in customer service. Luckily, Amazon has a solution: <a href=\"https:\/\/www.amazon.com\/gp\/help\/customer\/display.html\/ref=hp_left_cn?ie=UTF8&amp;nodeId=201109380\" target=\"_blank\" rel=\"noopener noreferrer\">email templates<\/a>.<\/p>\n<p>Email templates (a.k.a. canned replies) allow you to save answers to common questions and insert them into responses. You\u2019ll still have to manually enter details like the user\u2019s name and the product ordered, but you\u2019ll avoid a huge amount of repetitive typing.<\/p>\n<p>Of course, spending all day just typing in names of people and products is even more repetitive.<\/p>\n<p>You can avoid that monotony by connecting Amazon to a helpdesk like Zendesk, Freshdesk or Desk.com using <a href=\"https:\/\/www.channelreply.com\/\">ChannelReply<\/a>. With an integrated helpdesk, you can create canned replies that automatically enter details about the customer and their order\u2014no typing required!<\/p>\n<p>With auto-customized canned replies, you can avoid boatloads of repetitive work. That means your customer service team will be better able to think clearly and answer tough questions. Plus, they\u2019ll get the same work done way faster.<\/p>\n<h2>3. Be Enthusiastic!<\/h2>\n<p>Thank the customer for contacting you, tell them you\u2019re happy to help, and ask if they need anything else. Make them feel like helping them was the best part of your day\u2014even if you would have preferred a root canal.<\/p>\n<p><a href=\"https:\/\/www.feedbackexpress.com\/\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-11402 size-full\" src=\"https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating.png\" alt=\"Improve Your Amazon Seller Rating\" width=\"640\" height=\"275\" srcset=\"https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating.png 640w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating-300x129.png 300w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating-200x86.png 200w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating-400x172.png 400w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/04\/feedbackexpress-cta-more-reviews-increase-rating-600x258.png 600w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<h2>4. Lower Anxiety with an Autoresponder<\/h2>\n<p>Automated replies have a bad rap among Amazon sellers. This is likely because <a href=\"https:\/\/www.amazon.com\/gp\/help\/customer\/display.html?nodeId=200549970\" target=\"_blank\" rel=\"noopener noreferrer\">Amazon does not count automated responses as replies<\/a>, which leads many to believe they are totally useless. But used well, they can reduce customer anxiety.<\/p>\n<p>With no confirmation, customers are left in a vacuum. Did the message go through? Did it reach the right company? When will they get an answer?<\/p>\n<p>For a customer who\u2019s already upset about an order gone wrong, this anxiety can push them over the edge. A simple email stating that your company has received the message and will respond within X hours can help them cope with the wait time.<\/p>\n<p>Systems for setting up automatic responses range from simple <a href=\"https:\/\/www.channelreply.com\/blog\/view\/amazon-email-for-sellers\" target=\"_blank\" rel=\"noopener noreferrer\">Amazon email forwarding systems<\/a> to advanced integrations like <a href=\"https:\/\/www.channelreply.com\/help\/view\/ebay-amazon-autoresponder-setup\" target=\"_blank\" rel=\"noopener noreferrer\">using Zendesk as an eBay\/Amazon autoresponder<\/a>. Remember, these won\u2019t mark messages as answered. Focus on using them to improve the customer experience.<\/p>\n<h2>5. Smile on the Phone<\/h2>\n<p>Not every Amazon seller offers phone support. But for those that do, the top best practice of positive customer service is to smile during calls.<\/p>\n<p><a href=\"https:\/\/www.sciencedaily.com\/releases\/2008\/01\/080111224745.htm\" target=\"_blank\" rel=\"noopener noreferrer\">People can hear whether you\u2019re smiling<\/a>. And that can have a huge effect\u2014smiling can <a href=\"https:\/\/www.forbes.com\/sites\/sap\/2014\/12\/14\/4-reasons-why-excellent-customer-service-should-start-with-a-smile\/\" target=\"_blank\" rel=\"noopener noreferrer\">boost customer satisfaction<\/a> and improve brand perception. Everyone responds better to a cheerful greeting than a dour response.<\/p>\n<h2>6. Be Empathetic and Sincere<\/h2>\n<p>Show the customer that you feel their pain. A simple \u201cThat\u2019s awful!\u201d or \u201cYou\u2019re absolutely right\u201d can go a long way to making the customer see you as their friend, not their enemy.<\/p>\n<p>If the problem is your fault, apologize sincerely. It\u2019s crucial to follow the phrasing guidelines from tip 1. Here are some common mistakes, with what the reader will infer in parentheses:<\/p>\n<ul>\n<li>\u201cI\u2019m sorry you feel that way (because your feelings are the problem).\u201d<\/li>\n<li>\u201cI\u2019m sorry we didn\u2019t meet your (absurdly high) standards.\u201d<\/li>\n<li>\u201cI\u2019m sorry you aren\u2019t happy with the product (though you\u2019re the only one who isn\u2019t, weirdo).\u201d<\/li>\n<\/ul>\n<p>Instead, try things like \u201cI\u2019m so sorry our product didn\u2019t perform as expected. How can we make this right?\u201d<\/p>\n<h2>7. Focus<\/h2>\n<p>As knowledge workers, customer service agents <a href=\"https:\/\/hbr.org\/2009\/01\/pay-attention-an-interview-wit\" target=\"_blank\" rel=\"noopener noreferrer\">need to avoid excessive distraction<\/a> to reflect on and improve their performance. That can be a challenge.<\/p>\n<p>Agents often deal with a barrage of input. In ecommerce, that barrage is different for every company, but one of the most common problems is input from half a dozen channels or more.<\/p>\n<p>A single agent might have windows open for Amazon, eBay, email, Facebook, Twitter, and a live chat system, each pinging her with notifications. Meanwhile, her supervisor is trying to connect her with a high-value customer, a coworker needs help, and the phone is ringing.<\/p>\n<p>Conditions like these stunt improvement and lead to rushed answers. It\u2019s no wonder, then, that <a href=\"https:\/\/www.helpscout.net\/75-customer-service-facts-quotes-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">27% of customer service emails give the wrong answer<\/a>.<\/p>\n<h2>About Channel Reply<\/h2>\n<p><a href=\"https:\/\/www.channelreply.com\/blog\/view\/multichannel-customer-service-integration\">Multichannel customer service integration<\/a> can solve these problems. Helpdesks like <a href=\"https:\/\/www.edesk.com\/blog\/the-11-best-zendesk-alternatives-for-2023\/\">Zendesk<\/a> and Freshdesk can bring in messages from email, social media, store builders like Shopify, and live chat, and organize them all on a single screen. They can even manage phone support.<\/p>\n<p>Normally, these helpdesks integrate poorly with Amazon messaging, but <a href=\"https:\/\/www.channelreply.com\/\">ChannelReply<\/a> fixes that. It ensures smooth messaging and allows helpdesks to use customer and order info in powerful tools like canned replies. It also lets you connect eBay messaging, which is normally impossible.<\/p>\n<p>Helpdesks aid management and communication as well. Rather than having to flag down their coworkers, agents can simply pass tickets back and forth and discuss them in private messages. Supervisors can also assign tickets to a certain person or group and provide instructions through the same messaging system.<\/p>\n<p>Suddenly, rather than trying to keep up with six screens, two people in the office, and a phone call, the agent only has to worry about one screen and the phone\u2014and even follow-up for the phone call is managed on the same screen.<\/p>\n<p>No more barrage of input. No more constantly switching gears. Without constant distraction, agents can focus on delivering effective and positive customer service.<\/p>\n<h2>Make a Difference with Positive Customer Service<\/h2>\n<p>If you want to win the Buy Box, especially if you\u2019re not using FBA, you need to provide an exceptional customer experience. Positive customer service is one of the biggest pieces of that puzzle, along with <a href=\"http:\/\/www.repricerexpress.com\/\">effective Amazon pricing<\/a>. Teach your agents to have positive interactions and you\u2019ll have won half the battle\u2014and all your customers\u2019 hearts.<\/p>\n<p><a href=\"https:\/\/dashboard.repricer.com\/register\/do\/repricer?utm_source=rex-blog&amp;utm_medium=referral&amp;utm_campaign=rex-to-repricer-registration&amp;utm_activity=take-action\"><img decoding=\"async\" class=\"wp-image-11085 size-large aligncenter\" src=\"https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-768x330.png\" alt=\"Free trial\" width=\"1024\" height=\"440\" srcset=\"https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-768x330.png 768w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-300x129.png 300w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-1024x440.png 1024w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-200x86.png 200w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-400x172.png 400w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-600x258.png 600w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-800x344.png 800w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial-1200x516.png 1200w, https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2017\/10\/amazon-repricer-free-14-day-trial.png 1280w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Guest post by Justin Golschneider from ChannelReply Positive customer service can set Amazon sellers apart from the competition and maximize their chances of winning the Buy Box. Here are seven ways to wow your customers without breaking Amazon communication policies. 1. Phrase Positively Poor phrasing can instantly destroy a customer relationship. Here\u2019s how to spot [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":21617,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,7,8,9],"tags":[],"class_list":["post-11530","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon","category-fba","category-news","category-tips"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Positive Customer Service Tips for Amazon Sellers<\/title>\n<meta name=\"description\" content=\"Positive customer service can set Amazon sellers apart from the competition and maximize their chances of winning the Buy Box.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.repricerexpress.com\/positive-customer-service-amazon\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 Positive Customer Service Tips for Amazon Sellers\" \/>\n<meta property=\"og:description\" content=\"Positive customer service can set Amazon sellers apart from the competition and maximize their chances of winning the Buy Box.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.repricerexpress.com\/positive-customer-service-amazon\/\" \/>\n<meta property=\"og:site_name\" content=\"RepricerExpress\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/repricerexpress\" \/>\n<meta property=\"article:published_time\" content=\"2018-01-25T10:11:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-12T17:25:06+00:00\" \/>\n<meta property=\"og:image\" 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