For those who have been reading my blog , might know the delivery blundered of my online purchase during Mamonde official launch at famous online marketplace 11Street.my. If you miss the whole story please read it at this link to get to know the whole picture.
For those who are in online business and soon to be online business owner , please read on.
Do you know that exceptional customer service will drives the best online businesses ?
As business owner the right attitude are important :
- Stay Humble
- Listen to your customers
- Train you staff well in handling the real situation
Here are ideas on how you could win back lost customers ?
1. Find out why they left
Customer won't leave you without any reason. First you need to decide whether you want to win back this customer. Second , you need to find out why they leave you. Third , make sure this customer are leaving happy and will continue to return.
2. Listen and Empathize
If customer complaint on your service, don't just stick to your script reading responding to such inquiries. You need to hire a Human to handle this situation who can relate to customer problem and best if he / she can relate back to customer problem. Customer service who understand the whole situation and give them the solution.
Don't just say sorry and then blame it to someone else.This is irresponsible!
4. Time, Cost and Quality
Time , Cost and Quality is the key to right packaging which ensure products reach to customer in one piece and mint condition.
5. Go beyond expectation
Seller who 'Wow' the customer and get lots of praise for fast delivery and keep customer informed and generous in giving away freebies on top of item bought , will always earn extra point.
|This Mamonde Basic Skin Set had found the owner. Glad my dreams to gift my friend with Mamonde item comes true finally.|
In my case with Mamonde Online store, I received a personal handwritten postcard from them on top of replacement form items I bought from them earlier. 11Street.my sincerely added in some freebies like Daniel Wellington Bracelet and a voucher as token of apology to my long ordeal nightmare shopping experience with them. Thank you from bottom of my heart!
I have rejected number of times for all these. However, they have shown their sincerity for a redemption to win me back. I really glad they are showing some sense on improvement to their service. Will I shop at Mamonde Online again ? YES! I will.Why would I minus out 11Street.my for my online shopping spree? I just give it a 'cool off' time and I will be back soon.