You've received a negative review online. How can you transform it into a positive customer experience?

Responder rapidamente a uma avalia??o negativa é o primeiro passo para transformá-la em uma experiência positiva. Reconhe?a a insatisfa??o do cliente de forma empática e sem defensividade. Ofere?a uma solu??o concreta para o problema e agrade?a ao cliente pelo feedback, mostrando que você valoriza a opini?o dele. Ao resolver o problema de forma eficiente e gentil, você n?o só pode recuperar a satisfa??o do cliente, mas também demonstrar a outros consumidores que sua marca está comprometida com um excelente atendimento.

First and foremost, I think it's important to respond to feedback promptly so that the public negative comment doesn't go unanswered for too long. If you're unsure how to handle such feedback properly, it's best to consult with your colleagues in the PR department. If you decide to respond to the comment yourself, it's crucial to approach it correctly. Do not see it as a personal attack, but rather address it constructively. Remove the negative emotions from the client's comment and focus on the essence of their feedback—what you can actually address. Apologize for any inconvenience, offer a solution to their problem, ask a clarifying question, and suggest moving the discussion to private messages.

Acknowledge and Apologize: Respond promptly and professionally, acknowledging the customer's concerns and offering a sincere apology. This demonstrates that you value their feedback and are committed to addressing the issue. Resolve the Issue: Take immediate action to resolve the customer's problem. Offer a solution, such as a refund, replacement, or additional support, and clearly communicate the steps you're taking to make things right. Follow Up and Engage: After resolving the issue, follow up with the customer to ensure their satisfaction. Engage them by asking for further feedback or offering a future discount, turning a negative experience into an opportunity to build loyalty and improve your brand's reputation.

When I receive a negative review online, I see it as an opportunity to turn the situation around. I start by responding promptly and professionally, acknowledging the customer's concerns and expressing genuine empathy. I offer to resolve the issue directly, either through a private message or a follow-up call, to address their specific problems. By taking immediate action and showing a commitment to improvement, I not only rectify the situation but also demonstrate to others that I value feedback and am dedicated to providing a great customer experience.

Evaluation of the review will determine the response. If there is a strong degree of accuracy in the order an apology and an offer for better assistance ahead or additional actions to address the issue now would be appropriate. If the review appears to lack credibility you still want to acknowledge the reviewer and provide an explanation for any "misunderstanding". In many cases showing your concern with some subtle clarification can accomplish a lot.

Show understanding and validate their feelings. This builds a connection. Acknowledge their perspective. It's key to building trust and finding a solution.

El cliente siempre tiene la razón sin importar lo que pida. Esta es una creencia errónea y obsoleta que ya no tiene validez. Una cosa es tratar al cliente con educación y transmitir empatía para que entienda que estamos haciendo lo posible por mejorar su experiencia. Otra muy distinta es arrodillarnos y cumplir todos sus deseos como si fuésemos el genio de la lámpara de Aladino. Hacer esto último nos coloca en una posición en donde damos a demostrar que no valoramos nuestro servicio y estamos dando un mensaje errado. Estamos educando a nuestro cliente como un ni?o malcriado que apenas llora le damos todo lo que quiere.

I express genuine empathy and understanding for the customer's experience. Acknowledging their feelings and frustrations helps build a connection and shows that I care about their satisfaction.

I provide practical solutions to address the customer's concerns. Whether it's a refund, replacement, or additional support, offering tangible ways to rectify the situation demonstrates my willingness to make things right.

I personalize my communication by addressing the customer by name and referencing specific details of their experience. This approach makes the interaction feel more sincere and less generic.

I follow up with the customer after providing a solution to ensure their issue has been resolved and they are satisfied with the outcome. Continued engagement shows my dedication to their satisfaction.

Para transformar de forma eficaz uma avalia??o negativa, siga com uma comunica??o transparente e consistente. Acompanhe o cliente após a resolu??o inicial para garantir que ele esteja satisfeito com a solu??o oferecida. Considere implementar melhorias baseadas no feedback recebido, e compartilhe essas mudan?as com o cliente e publicamente, se apropriado, para mostrar que a empresa está sempre buscando melhorar.

It's difficult for both you and the customer to be angry about the same thing, at the same time. You should own the frustration in this situation, and make it a much bigger issue than it is, in order to flip the script on them. Example: Customer leaves a negative review about the lack of response to their enquiry. You respond to the review: "Hi Sally, thanks so much for bringing this to my attention. Firstly, let me just explain to you how shocked and embarrassed I am that this has happened to you! Here's my number, please give me a call, I'm going to get to the bottom of this. This is absolutely unacceptable, I'm determined to change your experience into a positive one. Our customer experience is our main focus, please do call me".