Unhappy customers(UPDATED30092016

Unhappy customers

If there is a customer that is unhappy about the product they have received the same procedure as normal applies:

Where did they place the order? (eBay/Amazon treat as priority)
What they have ordered
What they have received
What should they have ordered

In a case by case basis you have to gauge how the other customer is reacting. If an eBay customer is coming across aggressive or seriously unhappy there needs to be alarm bells ringing. Get the customer on the phone and find out what the issue is and deal with it as soon as. Whether this is sending replacements etc. A quick phone call can diminish the chances of negative feedback which is always the number 1 priority.

If replacement/problem is a simple value i.e. missing bolt, plastic cap or LEDs- simply send straight away, no need for pictures

If they are still unhappy then offer a discount on a future order

You need to be firm, can't be pushed around. This would in many cases come down to experience. If the customer is being unreasonable- stand your ground and always try and state the facts, you need to be authoritative but never stoop to using foul/abusive language even if the customer is using the same. If the situation becomes abusive/difficult pass to management. Some customers like to think that they are speaking to "the boss"

Notes#

This is an old file, may need some updates/revision by the owner.

Attachments#

Unhappy_customers_UPDATED… 16/12/2025