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Reacting professionally to negative reviews

Reacting professionally to negative reviews

Article provided by Revdex.com Negative reviews are common and part of doing business in a world where online sales are on the rise. Knowing how to respond to negative feedback can mean managing a dissatisfied customer and reducing the negative impact of an unfavorable review. Here are some simple tips that can help businesses stay professional when responding to bad reviews. Stay calm – Negative reviews can be difficult especially if you own a small business. Getting emotional when responding to a negative review will not only anger the customer further, it may also result in additional negative reviews on multiple platforms. Instead, stay neutral and avoid responding until all the facts have been considered. Listen to the feedback – Understand what the customer is trying to say by reading and rereading their feedback. Modern customers offer their feedback over the phone, via email, social media, and through private customer review websites such as Revdex.com, TripAdvisor, and Yelp. Use notifications to alert the company when a review has been posted, which can make responding to reviews quick and easy. Ask questions – Speak to your customers as they will always be willing to offer suggestions, that can help eliminate unnecessary procedures, policies while improving the product or service. Own up to the review – A company that accepts its faults is more likely to get a better response from a customer while maintaining the customer’s trust and loyalty. Apologize and offer the customer options in the form of compensation. Being discouraged by negative feedback will only make a business less competitive. Instead, Businesses should learn to understand their customers and work with them to better their product and service offerings. A positive business attitude to negative reviews can help to manage disgruntled customers while maintaining their trust and loyalty. Revdex is a new online business directory. Consumers can post a review for any business, even if there is not an existing profile. Businesses can create their own profiles and respond to reviews. Revdex tries to provide a positive experience both for consumers and businesses. Consumers can post negative business reviews and report online shopping...

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How to deal with negative online reviews

How to deal with negative online reviews

As more customers shop and review products online, businesses have learned how positive reviews impact sales and strengthen customer trust. However, modern, discerning customers are more inclined to publicly explain their negative experiences online while demanding compensation. Although all businesses will do their best to satisfy their customers, there will be times when they fall short. The following strategies can be a company’s best defence against bad reviews. Look at negative reviews as an opportunity – When a negative review is posted, seeing it as an opportunity to showcase the company’s excellent customer service skills can put a positive spin on the situation. A trained customer service team will be able to professionally handle customers while rectifying the problem. Solve the problem – Consider how the company can help by offering the best possible solution to the customer. Ask the customer for feedback – If you request feedback after each purchase, chances are that a dissatisfied customer will be identified before they can write an online review. Additionally, more positive reviews can increase sales and customer trust while hiding negative feedback. Keep track of reviews – Actively monitoring reviews will help to identify negative reviews as soon as they are posted. This allows the company to speak to the customer and in some cases request for the review to be removed. Take the discussion offline – Since reviews can be seen publicly, avoid lengthy conversations online. Instead, ask the customer for a contact number or offer a direct number to a customer service representative, who can assist the customer offline. Revdex provides a place for consumers to read online business reviews and report bad business experiences. Revdex’s aim is to improve the connection between consumers and businesses. Consumers can find new businesses and services and businesses can create profiles to be found. Reviews can be posted for any kind of business. For example, you can file complaint about moving company or you can report travel...

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