So, always take some time to craft a customized message that includes the person’s name and discusses the specifics of their problem.
This will show that you actually read their review and truly care about resolving their issue.
You can check out this interaction between a representative of Hand & Stone Massage and Facial Spa in California and their customer to see response personalization done right.
Share the Success with Your Team
Positive reviews can help build a good reputation for your brand.
They promote you basically for free and the only thing you have to do is encourage them.
But, positive customer feedback is also great for motivating your team to do more and strive for better performance.
In fact, 68% of employees who receive accurate and consistent feedback feel fulfilled in their jobs. (Clutch)
In fact, 68% of employees who receive accurate and consistent feedback
feel fulfilled in their jobs. (Clutch)
So, when you get a review from a recent customer, make sure to share it with your team. They will get inspired by the praise.
You can also reply to the feedback saying that a specific worker is responsible for such results. This will make others check how well they did on that specific order.
Take Things Private
Sometimes it’s better to keep things private as you wouldn’t want to have a public dispute on a review site or in a public forum.
In the event of a hostile review, make sure you quickly take things to direct message (if it’s on social media) or to email.
If you can obtain the customer’s email address, send them an email immediately. Then, reply under their review saying that you have reached out via that channel.
Otherwise, ask the customer to reach out themselves in order to settle the matter, and be sure to include that you are sorry they had to deal with such problems.
Say “Thank You”
“There are two words that work wonders and they are ‘thank you’.
It’s amazing how many people forget about being polite and showing their gratitude, so when you do it to your customers, they instantly have a feeling of being respected,” says Marie Fincher, Writer at Trust My Paper.
In addition, resist the temptation to have the last word, and allow your customer to “win.” Be honest with yourself about the performance of your business, and you will improve the conversation with your clients.
Quickly Communicate Your Action Plan
The first step in proper communication with your customers is sending them a speedy reply.
You can ensure this by implementing live chat agents (like HelpSquad, for example) to monitor your website and social media messages 24/7.
Furthermore, always be sure to utilize this opportunity to fully communicate your action plan.
Tell your customer what you will be doing to solve their issue. Explain it step-by-step and assure them that you will be doing everything in your power to find the fastest solution.
Offer Perks to Compensate for a Bad Experience
If the customer is particularly angry, you may want to offer some perks to compensate for their bad experience.
For example, you could refund their order which is probably the most valued solution by many customers.
As long as you have all three, your response will appear professional and genuine.
At the same time, remember to offer a solution to your customer within the reply. Your goal is to find a way to change their mind or maybe even persuade them to give you a second chance.
All in all, responding to customer feedback will not be difficult as long as you follow these simple rules, and always make sure that your replies are appropriate and tactful.
About the Author: Kristin Savage nourishes, sparks and empowers using the magic of a word. Along with pursuing her degree in Creative Writing, Kristin was gaining experience in the publishing industry, with expertise in marketing strategy for publishers and authors. Now she works as a freelance writer at SupremeDissertations and GrabMyEssay. Kristin runs her own FlyWriting blog.