2/5: ‘I am a little concerned that you sent both items in the same packaging and you charged me twice for the privilege! A small package cost £2.80 second class for up to 1kg in weight.‘
It’s Amazon that set the postage credit rate: sellers price products according this rate. If a buyer had purchased two 1p books, do they expect one of the books to sell for 1p!? The seller would then be completely out of pocket: most sellers are not operating a charity, and buyers know the price upfront. If they don’t like the cost, don’t pay.
Also, most postage rates increase according to weight and size: sending two books together does not always result in the same postage rate being charged.
Personally, I think this feedback comment would have to go: I would contact Amazon customer services immediately to remove it!
Of course, not all feedback is bad. Sometimes customers take the time to acknowledge when they have received a good customer service.
Here is a lovely comment I have recently received:
‘Hello Sharon. Just to say, many thanks to you for your prompt reply to my email and for the very caring and professional way you have dealt with this matter.
‘I am very impressed with your customer care as this is not always the way that people deal with things and it really makes a refreshing change. I will not hesitate to do business with you again and would recommend you to any of the cake industry that I deal with.
‘Kind regards from Carole.‘
Anyone can make a mistake: you are only human; often it’s how you rectify errors that will result in customer satisfaction or not!
So how can you ensure that for the large part you do receive great feedback? Always reply to email swiftly: try to ensure any errors are rectified to the customer’s satisfaction.
This may involve offering refunds and exchanges, when appropriate, again to the customer’s satisfaction.
The moral of the story is to ensure your customers are satisfied, but also don’t expect that every customer is always happy – no matter what you do!