Customer reviews are important to any digital marketing strategy. Businesses need to understand how important reviews can be and have an action plan for dealing with negative or positive reviews.
· 93% of customers read online reviews before buying a product.
· 91% of 18–34-year-olds trust online reviews as much as personal recommendations,
· 87% of consumers read online reviews for local businesses in 2020.
· Only 48% of consumers would consider using a business with fewer than 4 stars.
Negative customer reviews online can be very damaging to a business. It’s important to take the time to properly address customer reviews, both good and bad, to protect and improve your online reputation. In this blog post, we will discuss the importance of dealing with negative customer reviews online and offer some tips on how to do so effectively.
Acknowledge the Review
When it comes to customer service, bad reviews are inevitable. The important thing is to acknowledge the review and take it seriously. Customers need to know that their opinion matters and that you care about their experience. It’s vital to respond to negative reviews promptly to show them that you care about their feedback. Don’t let negative reviews go unnoticed; always take the time to acknowledge them. Not only will it help to preserve the customer’s trust, but it can also lead to improved customer service in the future.
Respond Quickly
In today’s digital age, responding quickly to bad reviews is key to providing good customer service. Consumers expect businesses to be quick to respond and address their complaints, as customers are more likely to leave a bad review if they don’t receive a timely response.
To provide the best customer service experience possible, businesses should strive to respond quickly to all bad reviews. This not only shows the customer that their concern is being taken seriously but also demonstrates to potential customers that the business is attentive and cares about its customers.
In order to respond promptly, businesses should monitor reviews and customer comments on social media and other public forums to spot any negative comments or reviews as soon as possible.
By responding quickly to bad reviews, businesses can demonstrate their commitment to customer service and show potential customers that they care about providing a positive experience.
Take the Conversation Offline
When responding to negative customer reviews that cannot be addressed quickly online, one of the most important things you can do is to take the conversation offline. This means that instead of continuing to engage with the customer in a public forum, you should try to move the conversation to a more private setting.
The best way to do this is by offering to connect with them over the phone or by email. This will provide an opportunity for your customer service team to listen to the customer’s complaint, understand their needs and provide solutions. Offering a private conversation also allows your customer service team to work on resolving the customer’s issue without it being broadcasted publicly.
By taking the conversation offline, you can limit any potential damage to your business reputation and provide a more tailored solution for each customer. This can go a long way in helping to repair relationships and maintain customer loyalty, even in the face of bad reviews.
Don't Take it Personally
No matter how great your customer service is, it's inevitable that you'll receive bad reviews from customers. It's important to remember not to take these reviews personally and to treat them as an opportunity to improve. Acknowledge the customer's experience and thank them for taking the time to share their thoughts. Remember that it's not a personal attack, it's simply a customer expressing their opinion.
Stay professional, polite, and understanding throughout the conversation. Do not lash out or respond defensively. This can have a negative effect and make it look as if you are not willing to listen to customers' feedback.
By keeping a positive attitude and responding appropriately, you will be able to turn a bad review into an opportunity for improvement.
Use it as an Opportunity to Improve
When it comes to dealing with negative customer reviews online, one of the most important things to remember is to use them as an opportunity to improve. Bad reviews can be difficult to stomach, but rather than getting defensive or taking it personally, try to use them as a chance to become better at what you do.
Using negative reviews as an opportunity to improve, you can not only help to resolve customer issues but also demonstrate your commitment to providing excellent customer service.
Need Help?
The team at TWP Marketing has been helping businesses across the country with reputation management, we can help your business. Contact us for more information.