Tips on how to respond to positive and negative customer reviews
Posted: Sun Dec 22, 2024 9:17 am
Many companies ignore not only negative but also positive user reactions. And this is not entirely correct. By paying attention to the buyer, you make it clear that his words, as well as the fact of the purchase itself, are valuable to the company. Let's figure out how to properly respond to negative and positive customer reviews.
How to Properly Respond to a Negative Review
The rules described below will help to whatsapp number canada reduce to zero almost any negativity.
Wait. Don't write a response out of emotion. It's normal that a negative review has caused you to feel negative. But don't express all of them in your response, as it is written on behalf of the company and will be freely available. Deleting a review is not an option, as its author will immediately tell everyone about it. Give yourself time to calm down and analyze the comment. Only then start writing the text.
It is advisable to publish the first response in the public domain. Subsequent communication can be continued personally with the person who wrote the negative review, but your first reaction should be visible to everyone. This way, potential buyers will understand that the company responds even to negative comments and encourages dialogue to resolve the problem. Then you can communicate with the dissatisfied client in private messages.
Ask for more details. As the ReviewTrackers study showed, messages are becoming shorter. Because of this, there is no full picture of what happened. If a customer’s review of a product is generally negative, but the author did not provide specific details, then in your response to it, be sure to ask for a more detailed description. Be sure to write in a polite and neutral manner so that the person does not become even more angry.
Don't be afraid to admit your mistakes. If a negative review describes real downsides (bad attitude of consultants, long queues, long wait for a courier, etc.), then don't deny them. Don't make excuses or argue with the author - it's easier to admit the shortcomings. Be sure to explain why the problem arose and say that you have already started to solve it. Don't make promises that are bordering on fantasy - this will anger the dissatisfied client even more and he will write a couple more negative reviews.
How to Properly Respond to a Negative Review
Ready-made templates will help you write responses to negative comments. If you take them not just as a basis, but completely copy them, then this is not good. It is better to use templates as an example and write a response yourself. This will save both time and energy. Response templates can be, for example, the following:
“Good afternoon, (name of the author of the review)!
Thank you for taking the time to leave a comment. Our team apologizes for the inconvenience. We really didn't expect something like this to happen. We have already started working on eliminating the shortcomings (write what actions the company is taking to do this). Please leave your contact information so that we can contact you and together find a solution to the problem/agree on compensation.
Best regards, (company name)".
Ask the customer to add to the review. Once you've resolved the issue, ask the person to update the comment or write a new one in the same thread. This way, other readers will be able to evaluate the result of your work.
How to Properly Respond to a Negative Review
The rules described below will help to whatsapp number canada reduce to zero almost any negativity.
Wait. Don't write a response out of emotion. It's normal that a negative review has caused you to feel negative. But don't express all of them in your response, as it is written on behalf of the company and will be freely available. Deleting a review is not an option, as its author will immediately tell everyone about it. Give yourself time to calm down and analyze the comment. Only then start writing the text.
It is advisable to publish the first response in the public domain. Subsequent communication can be continued personally with the person who wrote the negative review, but your first reaction should be visible to everyone. This way, potential buyers will understand that the company responds even to negative comments and encourages dialogue to resolve the problem. Then you can communicate with the dissatisfied client in private messages.
Ask for more details. As the ReviewTrackers study showed, messages are becoming shorter. Because of this, there is no full picture of what happened. If a customer’s review of a product is generally negative, but the author did not provide specific details, then in your response to it, be sure to ask for a more detailed description. Be sure to write in a polite and neutral manner so that the person does not become even more angry.
Don't be afraid to admit your mistakes. If a negative review describes real downsides (bad attitude of consultants, long queues, long wait for a courier, etc.), then don't deny them. Don't make excuses or argue with the author - it's easier to admit the shortcomings. Be sure to explain why the problem arose and say that you have already started to solve it. Don't make promises that are bordering on fantasy - this will anger the dissatisfied client even more and he will write a couple more negative reviews.
How to Properly Respond to a Negative Review
Ready-made templates will help you write responses to negative comments. If you take them not just as a basis, but completely copy them, then this is not good. It is better to use templates as an example and write a response yourself. This will save both time and energy. Response templates can be, for example, the following:
“Good afternoon, (name of the author of the review)!
Thank you for taking the time to leave a comment. Our team apologizes for the inconvenience. We really didn't expect something like this to happen. We have already started working on eliminating the shortcomings (write what actions the company is taking to do this). Please leave your contact information so that we can contact you and together find a solution to the problem/agree on compensation.
Best regards, (company name)".
Ask the customer to add to the review. Once you've resolved the issue, ask the person to update the comment or write a new one in the same thread. This way, other readers will be able to evaluate the result of your work.