We’re currently in the midst of one of the most hectic times in history surrounding online retail. Because e-commerce has increased so immensely, all items and industries are experiencing shipping mishaps and malfunctions, such as the dreaded shipping delay. You know that it’s bound to happen at some point, even after everything calms down.
However, giving yourself and the shipping companies, like FedEx or UPS, some grace during this period doesn’t mean that you just let the mistake go. Angry customers can actually be potential threats to your business, as we all know the weight that a negative online review can have on our reputation. So instead of blowing off the incidence, this is a perfect time to show the customer how much you care.
Below, we’re giving you 3 ways to properly use the problem as a customer service advantage, even if the delay was completely out of your control. This will allow you to keep your clients regardless of any mistakes, plus gain new ones based on your excellent service reputation.
1. Get Honest
At Shipment Trackers, we understand the delay is typically out of your control. FedEx, UPS, or USPS are often responsible for these mishaps. The best thing you can do in this instance is supply the client with all the information that you have: online tracking updates from the day or week, where the parcel is currently, etc. You could even go the extra mile and call the carrier for more details.
Sometimes, it will be a mistake on your part. Perhaps it left the distribution center too late. Whatever happened, truly the best thing you can do is be honest. Admit your fault, as well as present a solution to the customer. The most positive solution could cause a financial loss; however, keeping the customer and your reputation is probably more important.
2. Give The Customer Options
Give them as many options as you can: an entirely new package, a partial refund, or a refund on their next experience. By giving the customer a small amount of control, they will see that the mistake is important to you as well. And if there aren’t many options because the mistake was beyond your control, provide them with all the information and a way to reach out to that company.
If we’re being honest, many customers are contacting just for the refund or a discount. They know the package will arrive in a day or two, but they want to see if you will offer them a solution. Have the options ready to greatly increase your customer service status.
3. Follow Up
Once the package is delivered, reach out to your customer again. Check in to make sure nothing else is wrong, even with just an automated email. Make sure to include contact information and incentives for them to use your services again. You could even use this as an opportunity to ask for a review.
from a potentially negative experience. Even if it was beyond your control, by handling the situation in a way that goes above and beyond your customer’s expectations, you create an unforgettable experience for them that keeps them coming back for your services.
We hope this helps! At Shipment Trackers, we work behind the scenes so that you don’t have to worry about all the details. Check out our online services to see what we can do for you.