A major part of customer service is being solution-oriented, especially when receiving negative feedback. Now that everything has gone viral, it is important to address negative comments online, as the majority of customers have access to these forums.
Richard Torrenzano, CEO of communications firm The Torrenzano Group, explained the importance of companies responding to bad reviews in order to help reduce the chances of other customers posting the same complaints.
Torrenzano said, "If someone gives you a lousy review, address it in a very thoughtful and reasoned way. If you had a bad hair day, admit it, apologize and ask them to come back so that you can make it up in some way. If the review is wrong, say why — but always in a professional, respectful, reasoned manner."
One way to respond to the comments and complaints is to explain how thankful the company is for the feedback, because it helps better understand what its customers value and want, which will ultimately benefit both sides in the end.
Social Media Today suggests that if there is an anti-campaign or group created to oppose the business, address it and even publicize the group on the corporation's website or blog to ask customers what their opinion is on the complaints. This tactic creates an authentic relationship and builds trust between the company and customers. The customers will be exposed to all aspects of the company, including it's successes and places of improvement.
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