How to respond to negative customer reviews?

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A dissatisfied customer will not contact your company a second time and will definitely not recommend your products to their friends. In addition, if the buyer does not receive a response to their complaint or your message does not satisfy them, then with a high degree of probability they will post a negative review on social networks or special sites, which will have a negative impact on the company's reputation. It turns out that it is important to work with complaints quickly and thoughtfully. We share several techniques that will help you work through objections.

Respond to negativity immediately
It will be easier to negotiate with the client if you immediately respond to their negative comment, thereby showing care and respect. Often, companies do not respond immediately, but after a month or two, during which time the buyer goes to a competitor and purchases goods/services from them. Therefore, it is important to regularly monitor third-party sites where people can leave reviews in order to respond to negativity in a timely manner.

React calmly to emotional messages
Sometimes, in a fit of emotion, clients write unpleasant messages. When responding to them, you need to remember that the person is not insulting you specifically, but wants to solve his own problem social media marketing service first. Select from the entire text the complaints about your company and write a response for each point. Be sure to thank them for the negative feedback and describe what you will do to resolve the unpleasant situation.

Don't argue, even if the client is wrong
There is no need to argue with a person if he is wrong or is too picky about your work. Such behavior will only anger the dissatisfied customer even more. Write a detailed response with references to laws, corporate rules, and other facts. When the client sees that his complaint was really sorted out, the level of negativity will quickly subside.

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Show empathy
Ask clarifying questions so that the client sees that you really sincerely want to help them and solve their problem. Sympathy should not be feigned or untrue. Explain in detail why the unpleasant situation occurred and how you plan to act.

Ask what solution to the problem would suit the client
Find out how the client wants to resolve the conflict. For example, he agrees to have the product replaced or wants his money back. Most likely, the buyer will immediately offer a ready-made solution, or maybe ask you to think about the options. In any case, he will perceive your question positively and switch from negative to positive.

Request feedback
After you resolve the conflict and satisfy the client's needs, be sure to ask him: was he completely satisfied with the solution, did he have any complaints? Collecting feedback will help show the buyer that you care about him and that you are interested in him.

Learn to identify customer needs and act based on their expectations, provide quality service so that customers become regulars and come back to you more than once. Take the free online course " Customer Focus ", the training will take only 80 minutes.