By responding to negative feedback, you can turn angry customers into happy, loyal ambassadors. Send their feedback to your product team or the appropriate person within your organization. So after you've apologized for their unsatisfactory experience, let them know their feedback is appreciated and that you'll seriously consider their suggestions for improvement. People want to be heard, and they want to know they've been heard. Treat complaints as constructive criticism or feedback. This way, you give them the attention they're vying for without making your interaction public for all to see. For example, if someone is being particularly difficult, take your communication with them to a private channel.įirst respond publicly, whether it's via a tweet or a comment on their Facebook wall post, and then send them a private message so you can chat with them over email or the phone, explaining to them you'd like to discuss the matter in a way that offers them a more personal experience. React publicly first, then take it privately. If the person you're dealing with is complaining over something silly, others will realize that, too, and won't think anything of it. It doesn't make sense to get in a public cage match over just one complaint, and others will respect you for apologizing upfront. It doesn't matter if their complaint is warranted or not you're better off taking the " customer is always right" approach. If someone is complaining about your products, services, or anything else, say you're sorry. It will also alert others of your dedication to your community members. Responding quickly will show the naysayer you're listening, and you care. A negative post on your Instagram post or a tweet at your company's Twitter account, for example, is much less of an issue than a nasty blog post, which can have a much longer-lasting effect. Instead, address negative comments as quickly as possible to prevent them from bubbling up into something potentially more damaging. ![]() The more time you let them go unanswered, the more time others have to see that someone has complained and you haven't responded. Respond to the comment as soon as possible.ĭon't delay. Let’s discuss these strategies in detail. Respond to the comment as soon as possible.
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