Lori Ryan1 Answers
Dani Avitz Staff answered 5 years ago
The short answer: great customer service. Not good, great: you want the customers to talk about your fast shipping and quality product to their friends and leave an enthusiastic review.
Unlike what some may think, customers will probably pay a bit more for a product or service, if what they get will exceed their expectations.
The first step is to provide the most accurate product description that you can, including quality images. The second step is to ship your products on time. People’s eyes light up when they saw the email notice that their shipment has left and is on its way - on time.
Ask to remove negative feedback: this is more possible if you use Amazon’s FBA program, since instances of “item did not arrive” can be attributed to Amazon itself, and will delete the negative review. Read the Amazon Feedback Guideline to get a better understanding of what can and cannot be removed. You can request Amazon to remove negative feedback from your feedback page by visiting your Seller Central and opening a new support case. Explain why you believe the feedback should be removed, and send the message. Remember, you can only request removal for feedback related to an item that was shipped.
Make sure you reply ASAP to customer queries, complaints or questions. Try to nip everything in the bud: stopping problems before they occur. For example, if you realize there has been a problem with a product, and it was already shipped to a number of customers, try to contact those customers before the faulty products arrive, and inform them in advance. Remember, though, that requesting customers to remove feedback in exchange for the removal of negative feedback is forbidden.
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