Customers today have an important position and be heard at all levels on the social network. When customers have questions or not satisfied with the quality of products and services of the business, anyone can post on Facebook, Twitter… Therefore, if the business on Shopify received a response full of anger from the customer, whether justified or not, you need to act immediately because it can leave a bad effect very long if it was not controlled.
Although we all want customers to share comments about the quality of products or services, how to handle when it is a negative review?
Prevent negative comments
Perhaps, the easiest way to minimize bad reviews is a plan to stop them. For a small business, your focus at this stage is to ensure that when customers interact with business at any connection points must be pleased them.
A small business, especially when just getting started will be affected the reputation. Of course, satisfy all people at all times is not easy, therefore, out of the flaws is inevitable.
Business can combine website with Facebook Live Chat to timely respond to customer, avoid their anger with your brand.
The key to solving the problem is to quickly placate the customers before they share a negative review on the online channel.
In almost every case, the customer will usually try to contact the business before resorting to the last option.
Put out positive messages, even when customers are sharing negative
Often, customers just trying to vent frustrations on social networks when they feel the business doesn’t really attempt to resolve the situation.
Therefore, when you get a bad rating, please immediately reassure the customer that their issue has been recorded and will be solved as soon as possible.
The highest goal is to find a compromise, therefore, whether there are additional costs – such donate a free product, discount or gift card for the future transaction… you should also do. Or even send an email with love to customers can help you solve this problem in a simple way.
Short and focused response
When customers are not satisfied or the loss of calm, bringing the long line that only increased their discomfort.
A brief, positive and personalized response is always the best, especially when it comes to expressing interest as well as offering a reasonable solution to customer inquiries.
The most important part of solving customer complaints is controlling the situation within the limits that can be handled.
Only respond when you are completely calm
If you have tried your best to solve the problem that the customer is still upset and dissatisfied, let’s make a brief, concise and empathetic comment.
The purpose of this response is not to open up a debate the customer but to calmly correct the details that lead to misunderstandings.
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