If you are a business owner or have ever had to deal with customer dissatisfaction, you have certainly found yourself thinking about how to respond delicately without offending or causing any type of negative reaction, after all, comments and opinions attract the attention of any consumer.
Most consumers trust reviews from other consumers more, and 95% of them analyze these comments before making a purchase decision, according to research conducted by the Nielsen Institute. Therefore, always prioritize customer satisfaction.
Where to start giving feedback?
The first thing you need to understand when responding to any customer is that they should return to consume what your company offers and that they are also responsible for boosting the image of your business. Therefore, follow these steps:
- Respond quickly: Delays in responding create a negative impression and suggest that the customer is right. But is that really the case? Regardless, deal with the situation by showing that you care about the customer’s opinion.
- Show empathy: any response given must phone number lead be filled with empathy and concern for the impression left by your company. Avoid defensive comments and show concern for the situation.
- Personalize your responses: if the comment came through social networks, be doubly concerned but also be aware that there are tools that increase customer satisfaction with ready and personalized responses that can be sent quickly.
Templates for responding to negative comments
Template messages can be used for many different innovate in their economic model occasions, but when it comes to negative comments, as we have seen, the response must be quick. So, take advantage of these tips and maintain customer satisfaction.
- Message to Chatbot/ WhatsApp : I’m sorry for what happened [name], [company name] is willing to fix the inconvenience caused to you. How can I help you? While I wait for your response, please be aware that I’m offering a 20% discount on your next purchase.
- Message to email/WhatsApp: Hello [name], how can I help you? I’m sorry we’ve caused you any inconvenience, but here at [company name] we’re committed to resolving your situation. Could you give us more details about what happened so we can find a satisfactory solution?
Your response doesn’t need to be huge. It should be succinct, focused on solving the customer’s problem and committed to always delivering greater satisfaction.
The main platforms to keep an eye on reviews
When talking about negative reviews, you should remember all the digital platforms your company has a presence on, as the level of reach is much greater than comments outside the digital environment.
Of course, offline comments should not be ignored , just given due attention based on proportion.
It is extremely important to know the company’s korea businesses directory main points of contact, those where your customer is generally impacted by advertisements .Organic searches and others, see the example below:
Furthermore, it is worth being aware that there are specific platforms for expressing complaints, and on some of them it is important to create a business profile to respond to comments appropriately.
How to turn negative comments into opportunities
Technology enhances the company’s image in both positive and negative aspects. Which is why being familiar with the digital environment is of utmost importance.
In other words, your company must be present where the customer is, but with adequate resources.
Negative reviews drive customers away. But they also provide opportunities for your company to invest in resources. That bring them closer and show them how they prefer to be. So, take note of the following tips:
- Invest in 24-hour service
- Personalize communication with customers
- Keep communication open on WhatsApp
- Share positive mentions in stories
- Increase positive interaction on social media
Maintaining active communication brings more assertiveness and reduces the risk of making a bad impression. Trains your employees, strengthens the company culture and delivers the best in customer service.