The world of e-commerce is constantly growing, and more and more online stores are springing up. One of the most important fact here are satisfied customers who publicly share their opinions about a product, service or company in general on the Internet.
The basic idea of customer reviews is to support purchasing decisions through personal testimonials from other buyers. These are usually in text form and are publicly available to everyone. It is often difficult to keep all customers happy, so negative reviews are no longer a rarity. Many people first check the reviews about the product or service of the respective company before buying something there. So, how you are rated as a business owner and especially how you react to it is very crucial here.
Often you get the urge to get directly involved in the negative feedback. This is not in a professional and calm manner, but on a "fighting basis." However, you should avoid this at all costs. Put your emotions aside here.
With these 5 examples of negative feedback, we'll show you how you handle in a professional way by responding appropriately to negative reviews.
How to respond to negative reviews:
1. Do not take negative feedback too personally...
Always view the review objectively, separating your personal attitude from the issue. If the error comes directly from you, do not consider it negative at all, but rather a lesson. You now know that you will do better in the future.
2. Never start an argument...
We humans usually find it difficult to admit that we have done something wrong. This is because of the reaction of our counterpart...What if I embarrass myself? What if I am always associated with negative thoughts from now on? All these are questions that arise, but wrongly.
Making mistakes is human. Your job is to make the best of the situation. Don't contradict the customer, because you can't question the experience the customer had. Apologize and make it clear to the customer that you are already working to fix the problem at hand. Even if you suspect this is spam and the complaint may not be legitimate, be sure to remain professional. 3.
3. Do not let the customer wait too long...
Customers usually expect a quick and direct response. Do not hesitate for a long time. The risk that the person gets the feeling not to be taken seriously is great if you let him wait for weeks for an answer. If you are particularly upset by a comment, wait a few days to calm down so that you can remain objective and friendly. 4.
4. Recognize the problem and find a solution...
It is important that you understand exactly what the problem is. Problems are not only problems. Most of the time, the competition is trying to make you look bad.
Try to understand the problem and find an individual solution for it. This is where coupons or discounts come in handy, for example, so you don't lose and strengthen the relationship you already have with your customer.
5. Avoid certain wording...
Respond individually to customer reviews. Don't craft a script that you just rattle off. Avoid typical standard responses like, "We're sorry, we'll fix the problem as soon as possible..." Statements that start with "We think" or "We feel" are out of place here anyway. As mentioned above, your job is to make the customer feel that you know and recognize that they have a problem and that you will definitely fix it.
These are some examples to help you visualize what points to pay special attention to in order not to scare away existing or even new customers. Remember that not all complaints are the same. Always maintain a polite and professional tone.
Posupo also recommends that you do not include the name of the company in your response or answer to the review, because there is a great risk that you will end up in results from a search engine such as Google based on this answer. As one of the biggest sources of information, this would therefore be anything but beneficial. Your response and reaction to the customer's feedback is the deciding factor in how they perceive and remember you - the beginning of an unforgettable customer experience.