Amazon Customer's behaviour and Patience towards Sellers
Just want to raise a feeling that I felt over period of times working with Amazon. Its been 9 years I am selling on Amazon. It seems like the customer’s behaviour is changing and they are becoming the gods or bosses for the sellers. Not all but I feel that some of the customers have no patience at all and becoming rude very quickly. I think it is because of the amazon customer oriented policies. They very quickly sent you threatening message for leaving a negative feedback and also call you a theif even you are not in fault. Please advice how to tackle in that situation and share your thoughts.
Amazon Customer's behaviour and Patience towards Sellers
Just want to raise a feeling that I felt over period of times working with Amazon. Its been 9 years I am selling on Amazon. It seems like the customer’s behaviour is changing and they are becoming the gods or bosses for the sellers. Not all but I feel that some of the customers have no patience at all and becoming rude very quickly. I think it is because of the amazon customer oriented policies. They very quickly sent you threatening message for leaving a negative feedback and also call you a theif even you are not in fault. Please advice how to tackle in that situation and share your thoughts.
15 replies
Seller_DROodOAYHftnc
We can’t do anything as the customer is no.1 in Amazon’ eyes (even though in a way we too are their customers.)
As a seller I believe we have to remain professional, especially in the way we communicate with our customers, abide by the policies, but not just lie down and take everything that the fraudulent customers throw at us - in many cases they can be fought, and they then back down.
Seller_lgnXYzmNEmTLy
Yes, I’ve had a stressful morning with a rude, abusive customer accusing us of fraud and deception, claiming we are cowboys who buy books in to fulfil orders, and rely on refunding orders we can’t fulfil, after pretending to send them out, just because his order hasn’t arrived on time. Even tried to claim RM never lose orders, and that we sent him a delivery notification (we didn’t, we buy our postage through AZ/RM). Nothing we can do, of course, and he’s left negative feedback we can’t get rid of.
Seller_eIuKk4cQnCasu
Customers are reflecting the politiclal parties on both sides.
Seller_LQdbIT3WV5PV5
We find the same. The best thing to do is kill them with kindness. We tend to always refund a customer who we think will leave negative feedback as it is just not worth the risk to our business. Some customers are very genuine though; others know how to play the system to get refunds and keep the goods!
Seller_x1xMSBwZsJrTE
-
Always keep your replies polite and professional (even if you feel like doing otherwise).
-
Have a good understanding of Amazon policies and quote them to back up what you say.
-
Have a good understanding of consummer law. Know your rights and obligations as well as theirs. Quote the law if necessary so they understand they don’t legally have a leg to stand on.
-
Be professional and businesslike. Make sure you control the agenda, not them
-
To help you with point 4, give them limited options or multiple choices and ask them to choose one. Don’t cave in to their every demand.
-
When you have an akward customer always remember to deal with them using the priciple of “the iron hand in the velvet glove”. In other words be firm and uncompromising but gentle.
