Negative Reviews Online in 2021

How to Respond to Negative Reviews Online:

Negative customer sentiment is, unfortunately, inevitable for any business, regardless of the level of quality and service it offers. While it can be difficult to treat dissatisfied customers individually, it adds an extra layer of complexity to deal with dissatisfied customers who raise their complaints online – prospects can see this all year round. Therefore, it is vital to pay attention to negative reviews. Below are some steps to take if you are experiencing negative online reviews as part of your online reputation management strategy.

Before responding to negative comments

You may be tempted to step in and defend yourself if you have a flattering overview. Before you start typing, take a few minutes to follow these steps and prepare yourself for a more collaborative and informed response:

1. Take a deep breath.

Negative reviews can be shocking, but it’s important not to take them personally. Give yourself a few minutes to calm down so that the negative feelings you experience don’t show up in your reaction. Very few reactions to the heat of the moment have produced positive results.

2. Find the customer in your system.

Try to find the customer order or account information based on the information left in your analysis on your system. This can be helpful if it’s not helpful, but it can provide more information about their experience that you can use to troubleshoot the problem.

3. Determine the cause of the complaint.

Read the review a couple of times to understand why the customer is angry and what they expect to benefit from the review. Is the product not suitable? Did something go wrong with your process? Did the client have unrealistic expectations? Are they just getting out of the way? Put yourself in their shoes and decide which reaction will make you happy if the roles are reversed.

4. Bet on a quick recovery.

If possible, try to respond to the assessment within 24 hours (business hours). But don’t react: it is more important to have a well thought out strategy than to react quickly. If it takes a few days to resolve the issue, publicly reply that you are working on a solution and then go offline to resolve the issue.

How to respond to negative comments

With a calm mind and the basic information you need, you are ready to write an informed response to your negative review.

Include the following concepts when entering what you want to say:

1.Use a professional but understanding tone.

When you start writing your response, you need to approach it in a way that reflects your business well and ensures that the customer hears, understands, and appreciates it. Of course, if your company’s overall tone is a little more polite than professional, you can approach it the same way, as long as you do it right (think KFC’s relatively well-received apology in 2018).

2. Contact the judge on your behalf (if applicable).

In a world where personalization happens in all areas of customer service and marketing, it adds your personal response and makes your customers feel that you see them as a real person rather than a complete sale.

3. Apologies.

Whether you apologize for the misunderstanding or inconvenience, or if you have confused him, an apology can help a lot. That doesn’t mean you’re wrong, but it doesn’t hurt to admit that you’re sorry the person had a bad experience. Also, show potential customers that you care about their experience.

4. Don’t be defensive, accusatory, or aggressive.

There have been many cases of entrepreneurs reacting and withdrawing in this way, leading to lawsuits for the loss of the valuable business they had previously sought to protect. It also looks ugly – think about doing business with someone who reacts that way.

5. Be brief.

It will help you get defensive if you focus on these kinds of reactions. The main purpose of a response is to let the customer (and others) know that you are willing to improve the experience of someone who is dissatisfied – you don’t have to explain everything that has happened.

6. Take the discussion offline.

At best you can communicate with the customer to solve the problem satisfactorily, but the rest of the internet doesn’t need to see all aspects of the interaction. As long as the audience feels like they want to partner with the reviewer in some way, this is a great way to form an opinion on your business.

7. Try to fix the problem.

Of course, make sure you do everything possible to make the offline customer happy. Some people may not be happy, but as long as you make the effort to get to know them, they should be appreciated. If you promise to work offline with the client and never follow up, this may be the second review of your response in case of empty promises.

Manage comments on your review responses

The last thing you want is to create an endless back-and-forth audience with a customer who may not be happy. However, some unfortunate people go to great lengths to have the last word and put their business in a bad position. If you do not reach a solution with the customer and continue to react publicly negatively, make one last comment and apologize for not reaching an agreement and resolving the matter. Please do not respond to any other comments or comments. If customer questions are unreasonable, potential customers will likely recognize each other in the discussion.

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