Customer service is no longer just about in-person interactions. A number of social media and chat platforms give businesses the opportunity to reach out to their customers in more ways than one. Potential customers will go often go through online reviews before they use a business’ services, meaning what customer reviews say and how businesses deal with them are crucial to keep new customers coming in. In fact, 84% of customers say online reviews will influence their decision to purchase. Treat negative reviews wisely and watch your business grow.
Here’s a few tips on responding to negative customer reviews on social media.
1. Keep Your Cool
Negative reviews are always hard to take in. I’m not going to reiterate that customers are always right, even when they’re wrong, you know that. But I will recommend that you wait 8 hours before you respond, keeping in mind that 77% of customers who complain on social media expect responses within 24 hours. This will help you separate emotions from hurtful review, but it will also give you time to absorb the actuality of the review. Think about where the customer is coming from: you know they aren’t always out to get you. Turn negative reviews into constructive criticism, so consider asking for more information on the gap the customer pointed out. Is there anything you can do about it?
2. Re-gain Their Trust
I cannot stress how important it is to respond. It shows customers that your service does not end when you have received payment, it shows you care. Platforms like Facebook and Yelp have helpful predisposed templates for businesses to respond to reviews. For those that don’t, like Twitter or Instagram, a simple tweet or comment will do. Take their complaints seriously, apologize for their negative experience and include specifics about their problem. Tell them how you plan to fix the issue. Keep it short and sweet, but most importantly, be genuine.
3. Flip the Outcome
You can’t control how every customer feels, but you can control how you deal with it. Remember, when potential customers are going through reviews, which they will, they are going appreciate business responses to negative reviews. Treat these reviews like gold, they a chance to prove how exceptional your customer service really is. Market how you deal with situations to others and expand your business outreach. A wise person once said, “your customer doesn’t care how much you know until they know how much you care.” So show them.
4. Incentivize them to give you another go
Generally, you want to avoid being a salesperson in reviews. You want to be an understanding friend. However, if your customers have paid for a service they weren’t happy with, ask for an opportunity to show them that your services are up to par. Offer a discount for a future purchase and when they do come back, change their mind (they might even update their review!).
Responding to customer reviews may seem time consuming and frustrating, but doing it in a mindful and timely manner is crucial to maintaining a relationship with your current customers, as well as to expand your outreach for new ones.
But if you’re out of time, don’t forget that Gata Labs can do this for you. We offer media management services which take care of responding to all reviews for you.
To learn more, visit this link: https://www.gatalabs.com/social-media
Do you have any further tips on dealing with customer reviews? Share with us in the comments below or send us a tweet!
4 Steps to Dealing with Negative Customer Reviews https://t.co/SBSF4n6o4o
— Gata Labs (@GataLabs) December 1, 2015