Repeat company policies
Posted: Sun Dec 22, 2024 6:42 am
Offer a solution. The customer wants a proactive solution to their problem. When you are responding to a negative review or comment, let the customer know right away how you will solve the problem.
Move the conversation offline. When you receive a negative review online, you should always respond immediately on the same platform. This is not only to stay on the original post, but also because it is a public place that all your potential customers will see. However, some things cannot be addressed online alone, such as issues with a customer’s personal information, so provide a direct contact for disgruntled customers. Moving the conversation offline will show that your business is robust and prepared for complaints.
Approach the customer as a real person. We have all experienced the usa phone number list nightmare of chatbots : calling a customer service line and hearing a robot on the other end is one of the most frustrating situations a customer can go through. Consider this when you are responding to your customers: use plain language and speak to the customer as a human, which sounds more sincere.
You should be concerned that a negative review will only make your company “bad” if you ignore the review completely. When you respond to a negative comment, no matter what happens, you leave the “negative” and move it to the “positive.” Use this opportunity to reiterate the good qualities of your company.
Don’t be afraid to ask for an update. If you’ve responded to a customer’s review and resolved their issue, don’t hesitate to ask for an updated review. Ask something like this: “We appreciate your feedback and want other customers to know how we resolved your issue. Would you like to update your review?” Just make sure to thank them for their feedback, regardless of whether you update or not.
Besides these, do you know of any other effective tactics to add to the list? Let us know!
Move the conversation offline. When you receive a negative review online, you should always respond immediately on the same platform. This is not only to stay on the original post, but also because it is a public place that all your potential customers will see. However, some things cannot be addressed online alone, such as issues with a customer’s personal information, so provide a direct contact for disgruntled customers. Moving the conversation offline will show that your business is robust and prepared for complaints.
Approach the customer as a real person. We have all experienced the usa phone number list nightmare of chatbots : calling a customer service line and hearing a robot on the other end is one of the most frustrating situations a customer can go through. Consider this when you are responding to your customers: use plain language and speak to the customer as a human, which sounds more sincere.
You should be concerned that a negative review will only make your company “bad” if you ignore the review completely. When you respond to a negative comment, no matter what happens, you leave the “negative” and move it to the “positive.” Use this opportunity to reiterate the good qualities of your company.
Don’t be afraid to ask for an update. If you’ve responded to a customer’s review and resolved their issue, don’t hesitate to ask for an updated review. Ask something like this: “We appreciate your feedback and want other customers to know how we resolved your issue. Would you like to update your review?” Just make sure to thank them for their feedback, regardless of whether you update or not.
Besides these, do you know of any other effective tactics to add to the list? Let us know!