Responding to Online Reviews
Until recently, an unhappy customer was somewhat limited in their ability to express negative opinions about the company out loud. Since the arrival of popular review sites, it has become easier and more comfortable to listen to customers and respond to online reviews.
Responding to Online Reviews
A quick look online reveals dozens of well-meaning business owners who have mistakenly caused a PR disaster by engaging in discussions with unhappy customers to protect their company’s reputation.
Four Types of References – How to Answer Them
It is a good idea to try to resolve issues with dissatisfied customers offline before answering them online. Once the issue is resolved, this makes the overall answer easier and more satisfying for your company, as it shows that you are helping unhappy customers quickly.
Given this, here are the four classic types of online customer reviews and how to approach them effectively.
Sincere References
This type of reviewer legitimately used the company’s product or service and found that it did not meet the standard they expected.
How to respond: sincerely declare an error and thank the customer for highlighting the problem. A simple excuse and sometimes a gesture of goodwill can go a long way to satisfy the customer and make your company look useful to potential customers reading the answer.
It is usually a mistake to avoid responding to this type of review, as potential customers can be quickly rejected if they see you ignoring customer complaints. Never quarrel with people’s honest opinions, as everyone has the right to see their point of view; And if you disagree with the customer in this way, your company seems controversial.
Defective References
This type of reviewer used the company’s product or service, but due to an incorrect assumption or misunderstanding, anticipating something that the company did not do in the first place.
We find the best approach here is to thank the customer for leaving comments and to politely explain the misunderstanding from the company’s point of view. Then define the procedures (if any) that need to be implemented to avoid confusing customers in the future.
Mysterious References
Sometimes this type of reviewer is so vague – it seems they weren’t customers at all. Sometimes this is because they have never been a real customer!
How to respond: pay attention to competitors by leaving unfounded or even defamatory comments. We always advise our customers to avoid responding to the troll instead of reporting the review as violating the site’s terms and conditions. Never feed the trolls by accusing them of being dishonest – it just makes your company look dishonest.
However, suppose the examination is conducted honestly, and not enough information is provided to identify the customer. In that case, we recommend that you apologize for the customer’s dissatisfaction. It is also advised that you contact him or her privately to provide more details so that the company can try to make adjustments.
Unreasonable References
This can be the most challenging type of review because sometimes it seems that no matter how rational you are with this former client, they will never be satisfied. They will often not be happy until your company’s brand is called live on national television.
How to respond: Sometimes, it is worth apologizing to this type of customer and explaining what actions have been taken to resolve the issue.
However, we sometimes see that an answer will only trigger the type of dissatisfied reviewers. If so, you can answer by stating the facts from your perspective. You will also want to outline the steps you will take to solve the problem. This message is more in favor of future customers to see that the company is rational and rational and that the references are merely unreasonable.
We strongly recommend that you do not oppose this type of reviewer by discussing arguments. We advise you not to respond to any follow-up messages from this reviewer. A long discussion with this type of reviewer can give more time to a negative issue.
Take Notes on the Plane
People who leave negative reviews online have gone so far as to leave a review. They are often very excited. They are always the unfortunate minority in your customer base. It is essential to keep this in mind when you run across negative business reviews. You should always respond to reviewers, stating that poor customer service is unusual and you have a plan to improve their customer experience in the future. Poor customer service can have long-term impacts on customer purchase decisions and ultimately your companies revenue.
The reverse of approaching negative customer reviews is to take their feedback on board and effectively improve customer service. This is always the best way to deal with negative customer feedback – blocking them in the first place!
The company’s new review sites seem to appear every week, and in such an honest review landscape, it’s important to remember that the voice you choose to use when responding to negative reviews should be one, which you are proud to use not only for unhappy customers but also for future customers.
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