Online reviews are an integral part of customer purchases as customers consider online reviews to be unbiased. Research suggests that most customers will conduct their research before making a purchase and are known to consider negative reviews. Although most businesses see negative reviews as bad publicity, they can also be an opportunity to showcase a business’s excellent customer service skills.
Social media platforms such as Facebook, Twitter, and Instagram are popular for customer reviews. Additionally, private review websites like Revdex.com, Yelp, and TripAdvisor are also known to help both customers and businesses communicate more effectively. Here are some simple tactics that can help when handling negative feedback.
Respond as soon as possible – Avoid a rushed response and aim to replay to a customer preferably within a few hours. A quick response will build confidence and show the customer that the business can be trusted.
Leave a personal message – Generic messages will not calm a dissatisfied customer. Instead, leave a personal message that informs the customer that you are looking into their complaint.
Apologize – The simplest way to calm a customer is to apologize and empathize with their situation. Offer a direct contact number to a customer service representative who is briefed and able to handle the complaint.
Compensation – If a customer is addressing a legitimate issue, the business must look at ways to compensate them. Offering a discount, a refund, or redoing a service can improve the customer’s relationship with the business.
Revdex is an online business directory. Revdex’s aim is to improve the connection between consumers and businesses. They provide the customers with an opportunity to browse and post negative complaints and reviews about businesses and they make it easier for their voice to be heard by the companies.
Negative reviews are disheartening as they can influence new customers and reduce future sales. But businesses have now realized that negative reviews are a common concern and therefore they should be addressed professionally to minimize their effects.
Here are some simple steps that can help any business prevent negative reviews.
Request to fix the issue – It can be difficult for businesses to ensure that every customer transaction has no flaws. Instead, businesses are taking responsibility for their faults by contacting the customer directly and fixing the problem. Additionally, encouraging customers to communicate with the company can discourage them from posting publicly. Private review websites such as Revdex.com, Yelp, TripAdvisor, and BBB are excellent platforms for customers to address their concerns while providing companies with a central platform to follow up on negative feedback.
Surveys – Customer surveys are a wonderful way to get customers talking about how the business can improve. Customer surveys can be sent via email after each purchase or can be offered in-store. Requesting customer feedback before it is offered, can help a business change to meet their customers’ needs.
Competitor audits – Competitors can provide a business with valuable feedback. Experiencing a competitor’s products and their customer service procedures can provide a business with information on how they could change to meet customer expectations. Even the smallest adjustment can help to reduce negative feedback in the future while increasing sales and customer loyalty.
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.