All reviews are essential opportunity to learn and improve. Celebrate the positives and embrace the negatives. If you listen to your customer’s voice, you will be rewarded with more loyal customers and gain the trust of new ones.
Follow these tips which help you understand the best practices for handling negative feedback:
- Always have a plan:
The key for avoiding any disaster is always preparation.
- Don’t turn a blind eye:
The initial reaction to receiving negative feedback is often to remove or ignore, but this is not recommended and will only make the situation worse.
- Use negativity as an opportunity to improve:
You can’t please all customers and sometimes your product may just not be the right fit for someone, but it’s important to review how you handled the situation and either praise your customer service team or reevaluate your initial plan.
- Celebrate positive feedback:
One of the easiest and most effective ways to outweigh negative reviews is to draw more attention to the positive ones.
- Respond in a professional way:
Act swiftly, be polite, apologize and offer a solution.
- Keep moving forward:
All reviews are essential and an opportunity to learn and improve. If you listen to your customer’s voice, you will be rewarded with more loyal customers and gain the trust of new ones.
For more information, please download “How to Deal With Negative Feedback” full guide.
CHINESE SHOPPERS ARE MORE LIKELY TO LEAVE COMMENTS OR REVIEWS AFTER A PURCHASE, 2016 | IAB
Online Reviews: The Consumers’ Perspective, 2017 | Feefo
The Smart Social Report: Facebook Reactions in 2017 | Spredfast