The best way to deal with negative online reviews
Article provided by Revdex.com
Modern customers read company reviews before deciding on a purchase. Making online reviews an important part of maintaining and increasing sales. Although companies will try their best to keep their customers happy, there will be times when they fall short. When this happens customers will post negative online reviews with an underlying motive of receiving compensation.
Here are some of the best ways to deal with negative online reviews:
Acknowledge and apologize – Listen to the customer and empathize with their situation. Showing genuine concern can calm a customer and help to solve their problem on a positive note.
Be authentic and personal – Being open and authentic in your response will let the customer know that their problem is being handled personally. Avoid generic responses and always provide real names, designations, and direct contact numbers that will help the customer reach the company if needed.
Continue the conversation offline – Online threads are public, therefore avoid long online discussions and opt to speak to the customer over the phone or in person. Customer review websites such as Revdex.com allow for companies to directly communicate with unhappy customers which can help to solve customer issues quickly and reduce the damage a negative review can cause a company’s reputation.
The key to handling any negative review is to stay calm and always remain professional in all customer interactions. Start by gathering all details about the problem by speaking to the customer and relevant personnel before getting back to the customer with a resolution.
Revdex provides a place for consumers to read online business reviews and report bad business experiences. Revdex’s aim is to improve the connection between consumers and businesses. Consumers can find new businesses and services and businesses can create profiles to be found.