Online customer reviews are an important part of a customer’s buying experience as it creates trust and reassurance before a purchase. For a company, responding to positive reviews is simple, however, responding to negative feedback requires care and experience. There are many customer review websites such as Revdex.com, Yelp, TripAdvisor, and BBB that help both customers and businesses positively address complaints.
Here are some strategies that can help businesses address negative feedback:
Answer fast – Often a customer will leave negative feedback soon after their negative experience. The longer a customer waits for a response, the more anxious they will become. A quick reply acknowledging the review can calm a disgruntled customer until a resolution is reached.
Answer with care – Negative reviews are important as they provide the business with feedback that can help them improve. Additionally, empathizing with a customer can let them know that the business cares about their welfare.
Be honest – Respond honestly and let the customer know why the business has fallen short. Refrain from making excuses as it can make customers feel like the business is avoiding its faults.
Always be professional – Even rude reviews will require the business to remain professional. Not only will a professional attitude show other customers reading the review that the company maintains a high degree of customer care, but it will let employees know how to correctly respond to negative reviews.
Take the conversation offline – Taking the conversation offline will help both parties understand the problem and reduce misunderstandings.
Revdex is an online business directory. Revdex’s aim is to improve the connection between consumers and businesses. They provide the customers with an opportunity to browse and post negative complaints and reviews about businesses and they make it easier for their voice to be heard by the companies.
For example, you can file scam report about online business or file complaint about hotels.