Gaining loyal customers is directly related to the resolution of claims and the treatment of customer complaints. When the client comes with a complaint, the following idea is underlined:
I was promised something, I trusted you and failed. What are you planning
to do to keep me?
In short, the customer is saying what he does not like or bothers him about the product or the brand, and gives you the opportunity to solve it so that the same does not happen with other customers.
However, instead of listening to customer complaints and analyzing the suggestions, most companies turn a deaf ear to their claims and keep stumbling over the same stone.
Therefore, the first thing to do is identify which are the main complaints that are repeated, analyze their causes and try at least two ways:
Once the causes of the complaints are known, identify the core of the issue and strike the resolution, they are attacked so that the same mistake is not repeated again. As when it comes to Korea, people trust good customer service more than guarantee cards.
This involves training staff according to the preferences of the customers from Korea, so that when the complaints appear they do not feel clueless about how toretain the customer.
If you see the complaint as a blessing, you allow yourself the chance to do something to retain the customer, before they go to the competition. There are studies that show, customer complaints are often downplayed and action is not taken, as they are seen as the ones who never loyal to one brand.
However, if you really want to build your brand in Korea, you must know that generally, the most dissatisfied customers (except in situations of monopoly or high barriers to exit) do not complain. Or they do it their way: they go directly to the competition. The ones who complain, are the most loyal customers.
We understand that it is not easy to hold on the customers who are really angry, but never forget that your customer is the biggest asset to your business. Hence you must know how to handle your customer’s rising curve for anger and retain them.
Also Read: Grow Your Online Business by Selling More to Current Customers
Given the aggressive behavior of a customer, the customer care can react with either aggressive or assertive behaviour.
In the case of aggressive behaviour, when the customer raises his voice and the person attending reacts to it in the same height of anger. There comes a time when it does not matter what the problem was and the caregiver forgets that his task was to take charge of the situation, resolve customer complaints and retain the customer.
Many problems begin with a conflict and depending on the treatment given the end is decided. What finally happens is the result of what the company does, since the management of the conflict can end up either strengthening the relationship or destroying it.
To avoid aggressive behavior, the important thing is assertive behavior by contact personnel. Some of the essential characteristics a customer support or contact personnel must possess are:
#1 Be direct and defend what is fair and appropriate,
#2 Know how to say no, but without hurting or offending,
#3 Control emotions and reactions,
#4 Listen actively to the other.
If every time a customer complains, you must reward them or make exceptions so that they do not leave. Therefore, you have to train contact staff so that they are not primarily obsequious in their negotiation style, but neither dodges the problem.
Remember, the first task of the staff to retain the customer, is to lower the customer from that anger curve to make the conversation enter a state of rationality, where an agreement can be reached. And to achieve this, in the beginning, you will have to let the customer unburden himself without interruptions, showing interest and concern. Then, just after the customer is quiet and calm, you can start explaining your point.
The customer, annoyed by the conflict, goes to the company to discuss and fight to defend his position. Expect to meet someone on the other side with whom to confront, someone who is caught in the rules, who do not use common sense and who is indifferent to their problem. That is why, if instead he deals with someone concerned about him and solving customer complaints, he will be surprised and feel satisfied and comforted. And then, obviously, you will have to find a way to give an immediate solution and retain your Korean customer base..
기존 멀티채널 판매, 소매 또는 전자상거래 서비스 비즈니스 변화에 관심이 있습니까? 지금 전문가와 상담하십시오.
Integrate your online channels in few steps, and try out all features of the SelluSeller
Receive the latest insights, reports, research papers, news bytes, and important announcements from Anchanto.
8 Valuable Principles of Establishing Project Management Processes
For businesses that wish to scale while maintaining quality work and standardized operations, Pro...Learn more
Why Should Brands Adopt Omnichannel Retail?
For brands, omnichannel retail holds endless opportunities and benefits. With a key strategy in p...Learn more
5 Metrics to Strengthen your Multichannel Sales Strategy
To be successful in Multichannel Sales, you must analyse your existing channel operations closely...Learn more
How eCommerce Marketplaces Can Help You Setup Offline Presence in a New Market
To establish an offline presence in a new market, brands can begin by selling through eCommerce m...Learn more
Meet Bhushan, Product Consultant at Anchanto
Freshly out of college, Bhushan joined Anchanto’s rapidly growing team three years back. His jour...Learn more
Anchanto facilitated successful year-end eCommerce sales of Filipino local businesses amidst Covid-19
Anchanto helped Filipino businesses navigate challenges & scale operations online during COVI...Learn more
7 Key Steps to Set up Operations in a New Market
Establishing offices and operations in a new country requires detailed market study, proper strat...Learn more
Top tips to boost your social media and social commerce strategy
Your social followers can gradually convert to your shoppers. Here are few ways on how you can ma...Learn more
Electronics Conglomerate Panasonic announces eCommerce expansion across Asia-Pacific in partnership with Anchanto
Panasonic, a global electronics conglomerate announces partnership with Anchanto to streamline it...Learn more
Starting a New Job from Home: 7 Anchanto Stories
Listen to the stories of Anchanters who joined the company during a global crisis and how they na...Learn more
Social Commerce: The Winning Combination of Social Media and eCommerce
Social commerce is an upcoming trend and takes the best of eCommerce and social media to help you...Learn more
6 Useful Practical Insights to Manage Cross-border eCommerce
Understand the challenges of cross border eCommerce and how to tackle them through intuitive tech...Learn more
Preparing your logistics business for special sale seasons
Plan ahead for sales season this year with these recommendations for warehouse management system ...Learn more
How to Leverage YouTube for Retail Businesses
YouTube can work wonders for retail businesses. From having access to a large number of customers...Learn more
8 eCommerce Mistakes to Avoid this Holiday Season
Some businesses struggle to convert their holiday website traffic into sales. If you face this ch...Learn more
Top Multichannel Inventory Challenges and Solutions
Shifting to multichannel sales, you are likely to encounter commonly faced inventory challenges a...Learn more
Content Asset Management: A key to multichannel eCommerce success
Digital Asset Management (DAM) and Product Information Management (PIM) are two systems help that...Learn more
Retail distribution giant Valiram selects Anchanto to accelerate its global eCommerce transformation
Valiram, South-east Asia’s leading retail specialist, announces partnership with Anchanto to soli...Learn more
How to achieve control over your online retail business and improve its visibility
Understand how technology and software solutions can help eCommerce businesses to improve control...Learn more
Analysing The New Normal for Fashion eCommerce
The Covid-19 pandemic has changed the way in which shoppers use eCommerce, especially when fashio...Learn more
Using my past entrepreneurial experience to solve eCommerce Challenges for Enterprises
My experience as an entrepreneur helped me solve the challenges faced by eCommerce enterprises as...Learn more
Practical insights to implement a robust Omnichannel strategy for your retail business.
A few years back, ‘Omni-channel’ was merely a buzzword, a theoretical concept that was just discu...Learn more
How we conceptualised and launched our latest innovation in just 3 months
When it comes to innovation, we are always on the lookout for newer ways to make our customers’ e...Learn more
Scaling your logistics and fulfillment business with the right technology.
According to a report by Mordor Intelligence, the logistics market in APAC is set to grow at a CA...Learn more
Overcoming challenges of cross-border eCommerce
Over the last few decades, selling has seen a logical progression. Earlier, the brick-and-mortar ...Learn more
Utilizing Cutting-edge Technology to Overcome the Challenges of Channel Management
Distributors have long played an important role in streamlining the operational lines between man...Learn more
Onboarding customers remotely: how the pandemic helped us learn & innovate processes
Aligned with our deeply ingrained objectives of delivering anchanting experiences to our customer...Learn more
How to Use Partnerships & Tools for Shorter Time-to-market?
As a retail brand or distributor, time is of the essence, especially when you want to expand your...Learn more
Can sticking to a marketplace harm your online trade?
There’s no doubt that eCommerce has given businesses a new lease of life. Much of the overhead th...Learn more
How brands overcame the channel conflict dilemma
Earlier, businesses had to establish their dealer and retailer networks in all geographies, putti...Learn more
Anchanto achieves profitability and receives S$16.6 million in ongoing Series C-funding round for market expansion & product development
Anchanto’s SaaS offerings receive a vote of confidence from globalcompanies due to steady profita...Learn more
How can distributors keep both brands and buyers happy?
As the world shifts to the new normalcy and adopts online shopping, your distribution responsibil...Learn more
Australia: How Anchanto is ramping up growth in the region
After entering the Australian market in late 2019, we are well underway to serving as a bridge fo...Learn more
Creating a Successful Cross-border eCommerce Strategy for Your Business
Cross Border eCommerce strategy is one of the major factors associated with the future of eCommer...Learn more
Should you outsource eCommerce operations or manage them in-house for your brand?
It is no secret that the global retail economy is changing fast and eCommerce has a significant p...Learn more
Execute Seamless eCommerce operations on-the-go with the all new SelluSeller App!
The world, as we knew it, has completely changed over the past few months. A remarkable shift can...Learn more
The Power to manage business ‘on-the-go’ for eCommerce leaders.
Living through a pandemic has altered the way people across the world shop, leading to a remarkab...Learn more
SelluSeller Now in Your Palm- An eCommerce Management Revolution
Aligned with our vision of making multichannel selling & eCommerce logistics simple for every...Learn more
Enhancing eCommerce Logistics Operations with Cutting-edge Technology
The eCommerce wagon runs on the tracks of resourceful supply and excellent connectivity. As onlin...Learn more
2018’s Top Ecommerce Trends That Will Shape Online Selling in Southeast Asia
As online selling is a fairly new retail method, ‘change’ is a common expectation for almost all ...Learn more
The Influence of COVID 19 on Fashion eCommerce
Understand the existence of consumer trends for fashion industry during the lockdown period and h...Learn more
What does the current pandemic mean for brand marketing agencies?
The Covid-19 pandemic has shut offices and significantly affected our world, but it has also resu...Learn more
Exploring the Future of Australian Businesses in Asia - I
Covid-19 has become a force that has changed the way in which businesses operate, strategize and ...Learn more
Exploring the Future of Australian Businesses in Asia - II
In order to grow and thrive in a post-pandemic era, Australian businesses must analyse the risks ...Learn more
How to avoid human mistakes in eCommerce with Automation?
eCommerce businesses in Southeast Asia have struggled for a long time dealing with manu...Learn more
How Should I Structure my Warehouse?
The efficiency of an eCommerce business depends heavily on how well its warehouse is op...Learn more
How to Improve User Ratings on Seller Centre
As an online seller, you must be well aware of the importance of the ratings that you get on your...Learn more
How to Structure Fulfillment Operations for Your Selling Business?
Fulfillment operations primarily refer to the process of getting a product delivered to the right...Learn more
What is the difference between B2C & B2B Fulfillment?
With the rapid expansion in the Korea digital economy and online purchasing decisions, ...Learn more
How to Avoid Overselling?
Inventory and stock management are one of the biggest challenges faced by enterprise eCommerce bu...Learn more
What is the Difference between WMS and eWMS?
Warehouses have always been an integral part of any retail chain business and proper wa...Learn more
How to Reduce Customer Complaints and Claims
When the customer is unsatisfied, investigating the way they are treated, is important.Learn more
3 Things You Need to Master To Sell More on Marketplaces
Why is it that global businesses and brands, most often, seem to be miles ahead in their approach...Learn more
How to Make an Effective Social Media Plan for Your Online Store
A Social Media Marketing Plan or social media plan is a document that details the strategies in s...Learn more
How to Use Emotional Persuasion as a Growth Tool for Online Selling
Neuromarketing or emotional persuasion in connection with sales and marketing is not a new concep...Learn more
Top Marketing Strategies for Your eCommerce Store in 2018
eCommerce is the next big thing when it comes to online web stores in KoreaLearn more
Top 5 Ways to Advertise Your Products for Free on the Internet
E-commerce is what Korea is going towards with each passing day. With the rise in the accessibili...Learn more
How Do I Sell Online in Korea For Free?
To sell online without having to spend a penny, you have several options: through social networks...Learn more
Decoding the Cross-Border eCommerce Puzzle
Technology enabled eCommerce has given an unprecedented push to cross-border trade in recent years.Learn more
Grow Your Online Business by Selling More to Current Customers
When you ask a co-seller what their goal is when they start start selling in Korea, they almost a...Learn more
How to Transform Occasional Buyers in Frequent Customers?
While online sellers and brands always seek to expand their reach to increase their sales in Kore...Learn more
Five Most Common Mistakes Made by Online Stores
Revenue in the eCommerce market of Korea amounts to US $8,591m in 2018, and it is expected to gro...Learn more
7 Tactical Ways Every Business Can Use Local Marketing to Sell More Online
Local marketing is the process of optimizing your website’s brand in a way that adapts the localLearn more
How to Choose the Perfect Theme for Your Online Store
Judging a book by its cover may not be a good way of understanding our society, but when it is aboutLearn more
Best Software and Apps to Edit Product Photos
We all know about Photoshop, one of the most common and efficient image editing software in South...Learn more
How to Describe a Product in Your Web-Store?
The content is king. A phrase conveys the importance of your titles, descriptions and other texts...Learn more
The Drop Shipping in eCommerce: Is it Possible to Sell Without Having Inventory?
The inventory is undoubtedly one of the dilemmas of any company that trades with articles of any ...Learn more
How to Choose an online marketplace to sell your products?
A data from Entrepreneur-the elite magazine says In 2017, the eCommerce market generated a revenu...Learn more
Eight Effective Ways to Promote Your Products on eCommerce Platforms
When planning to promote your products to strengthen the sale, you should not limit yourself to t...Learn more
How to Master Product Photography on a Tight Budget
If you are one of those who keeps uploading the product photos provided by your supplier,Learn more
Nine Effective Strategies to Increase Additional Sales
Selling more is something that obsesses both online and offline marketers. Hence, a seller is con...Learn more
Top 10 DIY Things to Make and Sell Online
Korea has a history of thousands of years. This means people residing here have ideas of art, cra...Learn more
Marketplace Aggregation – Why It Can Make or Break Your Online Business
Okay, so you’ve moved on—not in the distant past—from the brick and mortar model of doing busines...Learn more
Dont Just Meet Marketplace SLAs, Beat Them!
With the spurt in Korea eCommerce, sellers need to deal with a deluge of Service Level Agreements...Learn more
How to Use Discounts and Deals to Get More Customers Come and Stay Forever
Encouraging repeat sales is a crucial aspect of online selling, specially when you are an online ...Learn more
How to Maximize Selling During Peak Season
For an online business seller in Korea, holidays are golden opportunities for increasing their sa...Learn more
How to Be an Online Power Seller on Major Marketplaces in Korea
The rising popularity of Korean eCommerce marketplaces has led to increase in the direct competit...Learn more
Top Products to Sell Online in Korea
With a history of over 40,000 years, Korea is one of the 17 mega diverse countries in the world.Learn more
How to Start Selling Online in Korea
The massive shift of Korea retail towards digital has opened up a whole new world of opportunitie...Learn more