Businesses in any industry cannot shy away from the fact that reviews help to establish credibility and trust in the minds of potential customers.
No matter how good your products or services are, there will be people who are just not happy with their purchase. When those unhappy customers put down negative reviews about your business online, it can really dent your confidence and reputation. As you know, you can’t erase negative reviews, but you can handle the criticism with smartData Enterprises strategies:
1. Acknowledge the feedback:
Always acknowledge the feedback to let the customer know you have seen it and are working on the issue. More time you take to acknowledge, more upset or annoyed your customer might get. Even just a simple thank you for the feedback will make your customers feel acknowledged.
2. Determine the appropriate response:
After acknowledging the feedback, the next step is to provide an appropriate response. While dealing with negative review, it is important to determine the exact feedback you’ve received, as it will decide the response.
If the problem exists, obviously steps should be taken to correct it and your response should explain what is being done to solve the issue.
3. Don’t edit the bad reviews
At times, people may attempt to harm the reputation of others by communicating feedback that has a few facts and also contains some false statements. In such a situation don’t exclude the incorrect portion; the facts should be deliberated to evolve a positive response plan. You will get found out – interestingly, that a few bad reviews alongside good reviews can even have a positive overall effect.
4. Be patient and understanding:
While dealing with offended customers always try and understand why they are frustrated. Try to put yourself into customer’s shoes. Not all negative feedbacks are alike. While some may be related to poor customer service other may be focused on some problem with a product or service. Others may involve constructive criticism like suggestions for improvement. Your response should be to express your appreciation for the feedback.
5. Consider contacting the person privately
Sometimes it is better to send a private message or email to give you more flexibility to address the complaint. Corresponding in private gives you the prospect to add a personal touch.
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