Although some reviews can be really harsh and provide a misleading representation of facts, you still need to act professionally. 3. Prove that this bad experienceis a one-time exception In your response, consider your audience and all current and future customers who might be reading reviews. WHen formulating your answer. State that this bad customer experience is only one case. And is not part of your company’s practices. Let the unhappy customer know that your goal is to provide outstanding. Customer service and that their cause is not typical practice. For your company. Express your concerns and show. That you take the complaint seriously.
In the ExampleBelow,
Honda of Thousand Oaks responds to an unhappy customer who left a one-star review on their page. The company stated in its response that its goal is the complete satisfaction of our customers and they ask for more credibility and confirms that the company truly cares about the positive experience of its customers. Related Article: How Brand Recognition Helps You Improve Customer Retention 4. Thank the customer for taking the time to write the review. A customer’s time is precious and their feedback is important.details so they can investigate. Honda example from Thousand Oaks Source: Paulshepherd The response is also signed by the general manager, which adds more
Be Thankful forCustomers
Who took the time to criticize you, even if it was harsh. When responding to unsatisfied customers, you can start with “Dear customer, thankyou for the time to write a review,” for example. By answering on the spot, you can turn negative reviews into a good experience for you and your customers. This is also a great opportunity to hear something that can help you improve your product or service and address any issues your customers have. If the bad experience was the result of your own or your team’s mistakes. don’t forget to thank customers for their honesty and for sharing their feedback.