When a courier job goes wrong, you’ll find that the customer often has something to say about it. Although the internet can be the perfect place to scrutinise, insult, and even ruin a business, it is also a platform that portrays the best of its attributes. Here’s how to maximise the positives and avoid online embarrassment.
Don’t Ignore It
Actively responding to online negativity about your business is the best way to resolve it. The complaining customers will seldom expect a reply, so it will already act as a sign that your company is keen to help and improve the delivery experience. Going beyond what customers expect is always a positive and, in this instance, will mean that other viewers on the site will be aware that you’ve made the effort to deal with an unhappy client. This personal approach could even lead to new customers, as you will have shown that your company are quick to respond (which is often what people are expecting from the courier job itself). A Way with Words
There are certain techniques you can use when writing your response that are more likely to boost the reputation of your business. The first of these is expressing empathy. Showing the customer that you understand and care about their problem is a key element of an effective reply. It reveals a more personal side to the online interaction, which could otherwise come across staged.
Another effective technique is to offer a solution within your message. An error made while carrying out a courier job is usually not difficult address, so giving the customer multiple constructive solutions is a simple way to deal with the issue. Of course, actively following through with your proposed solution as soon as possible makes for an even more successful outcome. If the complaint is more complex, offer your company’s contact details so that the customer can speak to you directly at their own convenience.
Making sure you speak like an actual person rather than ‘on behalf of a business’ is equally important. Doing this will make you appear honest, approachable and real. Not only will this put your customer at ease, but it will also come across brilliantly to other online readers, which in turn can help to boost your reputation.
Bring It On
It’s crucial to remember that throughout all the negativity you must remain calm, polite and professional. Lashing out or being too defensive can result in further undesirable comments, and eventually a downward spiral of unpleasantness. Simply showing the customer some compassion and solving their problem as quickly as you can is usually enough to persuade them to update their review favourably.
Norman Dulwich is a correspondent for Courier Exchange, the world’s largest neutral trading hub for same day courier job capacity in the express freight exchange industry. Over 5,400 member companies are networked together through the Exchange to fill empty capacity, get new clients and form long-lasting business relationships.