Article provided by Revdex.com
Businesses can benefit from positive customer reviews as most customers shop online and often check reviews before a purchase. However, a negative review can lower a 5-star rating and cause new customers to doubt a business’s products/services.
When a business receives a negative review, handling the situation and customer correctly can greatly reduce the impact of the review.
Get in touch – Your first response should be to contact the customer. You can do this by replying to the review by thanking the customer for their feedback, followed by apologizing for the inconvenience caused and ending with a number to reach a customer service representative directly. Speaking to the customer can often make them feel a lot better about the situation and reduce the chances of them writing an additional review.
Be nice – Always speak to the customer in a calm voice and do your best to put yourself in their situation. The calmer you are, the more comfortable a customer will feel.
Explain how the review can affect the company – Let the customer know that their review was warranted, but that it affects the entire company.
Compensation – Disgruntled customers will feel a lot better if they are offered a refund, a gift, or an offer to redo a service.
In some cases, reviews can be in breach of the terms of service statement on a website. For example, if the reviewer is personally attacking an employee, the content is insulting or slanderous you can ask the website administrator to remove it.
Revdex provides a place for consumers to read online business reviews and report bad business experiences. Revdex’s aim is to improve the connection between consumers and businesses. Consumers can find new businesses and services and businesses can create profiles to be found. Reviews can be posted for any kind of business. For example, you can file complaint against mobile provider or file complaint about travel.