How do I avoid customer complaints?

Created by Hitesh Mehta, Modified on Wed, 26 Apr, 2023 at 3:51 PM by Hitesh Mehta

At Baby Bunting, customer service is of utmost importance and with the marketplace, we strive to ensure that all our sellers provide prompt and satisfactory response.

Sellers are required to respond within a maximum of two business days to any enquiry lodged by our customer service agent in relation to a product and/or order.

Tips for maintaining the gold standard:

Accuracy: Ensure that all your product content is accurate and up to date with any new information, product images, features etc.

Consistency: Ensure that response from all your customer service agents to the customer queries are uniform and have all the details.

Time: Do not waste time in sending multiple emails back and forth to the customer service agent. Ensure that your response is detailed with as much information as possible and if you know you will require evidence, please request it in the first instance. Less number of emails means happy customers.

Promptness: Customers should be provided with prompt and timely updates for their orders and queries.

Empathy: As a customer it is quite important to be heard and we expect our sellers to let the customers explain the issue or their situation. Provide them with the information or reassure that you will investigate and come to a resolution.

ACCC: Understand the consumer guarantees that must be met: https://www.accc.gov.au/consumers/buying-products-and-services/consumer-rights-and-guarantees

Solution: Provide the customer with a solution but do not make false promises. If your resolution can satisfy the customer, you will gain their trust and loyalty moving forward.