Receiving negative criticism can be especially disheartening for anyone who thought they’d brought their “A” game. Despite best efforts to ensure customer satisfaction, the threat of poor online reviews is a reality of the modern business world. With so many customers looking to online forums for reviews, online feedback can play a big role in the future of a brand. For businesses who come across this problem, it’s important to know bad reviews can almost always be salvaged.
When handled correctly, bad reviews can be excellent opportunities for a business to build relationships with customers. The wrong responses, however, can plummet a business into a PR nightmare.
To help navigate the waters of online criticism, we put together a list of the most effect responses:
When A Product Isn’t Working As Expected or Intended
Before you rush over to your stock room and hand out a “free gift” to a customer that complains, figure out the problem. There’s a chance that their complaint is a result of operator error or that there is an issue with more than one product. Instead, listen to your customer and do some detective work. When you’ve determined the problem reach out to them and offer your apologies as well as a solution. Make sure that your idea of the proper fix aligns with theirs. These encounters can almost always result in a lesson for you and a better reflection of your brand for the customer.
When A Customer Experiences Poor Customer Service
No matter the complaint, your first step in resolving a customer’s issue with customer service is to make sure that you listen. When you’ve finally come to an understanding of their bad experience, give them an apology and assure them that you will take measures to help your team improve. If you find that their complaint is valid, offer them an incentive to give your business another try.
Your response shouldn’t just end there, though. Solving the problem will require for you to determine if the review brings up an ongoing issue. Consider how frequently you receive a complaint about the service provider in question. If you find that a salesperson on your team often receives complaints about their assistance, take action. Customers will regard customer service as the touchstone of your brand. Make sure every member of your team reflects you in the best light.
When A Customer Is Offended By Marketing
An offensive post or commercial can cause serious damage to your brand, especially when displeased customers decide it’s the last straw. Unfortunately, in this scenario, issuing a heartfelt apology won’t guarantee a 100% return of all customers who’ve been offended. Take some time to fully grasp why you’ve ruffled feathers before issuing a response. Identifying the reasons for the upset will better help you to defuse a situation before things get really out of hand.
When A Complaint Comes From A Current Or Former Employee
Not all bad feedback comes from customers. Every business eventually discovers that not being able to keep everyone happy can apply to the people on their team as well. Be aware that other employees will likely be watching to see how you react. As disheartening as it may be to discover dissatisfaction from one of your own, resist any defensive urges.
Leaving the responsibility of crafting a response to an HR department can go a long way. In different circumstances, your first step will require a cool head and a diplomatic tone. If a negative review raises new concerns, investigate the complaint before making a response and then follow up. Craft an informed and calm reply that conveys your investment in resolving any conflicts. Doing so will help you to remain in control and demonstrate your management skills to anyone watching.
When A Customer Makes A False Complaint
Negative reviews can be especially frustrating when you know they have no merit. They can cost you the reputation of your brand without warrant and pop up at any time. Fight for your brand’s name by first making the effort to remove any fake and negative reviews. Most review sites uphold policies founded on honesty and reliability and make efforts to remove false reviews. Their assistance won’t come on its own, though; in order to get the wheels in motion, you’ll need to be diligent about reporting fake reviews. If you find that bigger sites won’t work with you to take them down, your next step is to respond.
The removal of a fake review would be the ultimate goal, but it’s not always possible. Still, issuing a strategic response that neutralizes the situation can be just as effective. Your best bet in counteracting any effects of a fake review is to respond while being aware of prying eyes. Inquire about the person’s complaints and defend yourself as appropriate avoid any language that could be interpreted as curt, dismissive, or accusatory. Explain you’re eager to help resolve a bad experience but you’re unable to verify their patronage.