Negative online comments can be amusing to some, but for businesses, they can be disastrous. The impact of online reviews on consumer behaviour has been extensively studied.
The great majority of consumers read and consider online reviews before making purchases.
Customers are primarily interested in how companies respond to bad online reviews.
Social media platforms such as Facebook, Instagram, Twitter, or Google are essential tools for today’s businesses. Many customers now connect with you exclusively through social media, and this has a big impact on the online reputation of your organisation.
These conversations benefit your company, but they’re very visible and also can harm your reputation if they are handled improperly.
Your answer to a bad review in Google, for example, can be seen by all of your current and potential consumers. That answer might be calm and compassionate, or it can be impetuous and emotionally charged.
Dissatisfied customers don’t want to believe that their concerns are being disregarded. Your silence will be taken into account when making a purchase decision by passers-by (i.e., people who aren’t paying attention).
Although it may take time, it is perfectly OK for you to make a public statement noting that you are investigating their complaint and will get back to them as soon as possible. Unless you want to appear like a jerk, please comment to the issue once you’ve solved it.
Most customers, even if you don’t realise it, recognise that either you or your colleagues are genuine people.
Have to let go of script to demonstrate that you are genuinely worried about the subject.
Taking the time to respond to negative comments will make his social media profiles appear more personable. A regular stream of 5-star reviews may raise suspicions that they’re phoney, so it’s crucial to be open and honest with customers in order to ease tensions and create trust.
Sometimes, all someone wants to hear is that you empathise with how they’re feeling. To show that you understand, link a discount to a well-thought-out response, and not just declare you do.
To avoid appearing dishonest, provide only discounts if they are justified by the circumstances.
Negative comments made on social media should never be spoken in the open. When dealing with clients, it’s important to know when or how to be polite and honest and how to be straightforward.
It’s possible that even if you try to keep things nice, your Twitter followers will be annoyed if you’re being overly polite and accommodating. How do you respond to negative Yelp reviews? It’s a location where things may get out of hand quickly.
Make the dialogue private so that you really can learn about more your customer’s displeasure and find out how to fix the problem. Remember that if someone feels threatened, they’ll capture a screenshot of your actions.
Your company’s website & social media pages should allow customers to contact you.
A social media grievance is not always the best time to reply to it in public. In the event that a customer is unhappy with the service they received from your business in Facebook, it is crucial to respond respectfully by apologising & promising to touch base with them through Facebook Messenger to resolve the issue.
In the event that a consumer is displeased with their product or service, they may enjoy the opportunity to speak directly with a customer service professional via phone or e-mail.
Nothing is more aggravating to a customer than being forced to dig through mountains of paperwork to resolve a problem.