There is a reason that the saying “you can’t please all the people all the time" is a popular one. It is especially true for online stores. The environment today with social media and review sites make it very easy for people to publicly complain about your company. In some ways it keeps companies in line and accountable for their customer service practices, and in other ways it just makes it easier for customers to complain about their experiences which may not be valid. The purpose of our article today is to cover the best ways for businesses to respond to online complaints and re-engage disgruntled customers to make them happy repeat customers.
Take Emotion Our of Your Response
The first and most important thing to do is to not get angry or defensive. Try to be as objective as possible with your response. This is actually the most difficult part of the whole response process because it is easy to feel like the complaint is a personal attack. If necessary, get a neutral party to help you formulate your response. When you are responding to a public complaint or review, it is important to keep in mind that you are not just responding to the customer; you are also responding to anyone else reading who is wondering what the outcome was and how you solved the problem. Therefore, even if you have resolved the issue with the customer, you must still take the time to respond to the public review or complaint.