How to Handle Negative Reviews
Image Source

How to Tackle Negative Reviews - A Presentation By Simplify360
How to Tackle Negative Reviews - A Presentation By Simplify360
Image Source
Image Source

This is
What You
Should Do?

How to Tackle Negative Reviews - A Presentation By Simplify360
Image Source

Here is a
list of do’s
and don’ts
while
responding
to negative
reviews?

How to Tackle Negative Reviews - A ...
Do
Say Thanks!!
Always acknowledge
the reviewers for
reviewing your
product/service –
This is the first step
in responding...
Do
Apologize!!
This is to convey the
message that you are
really sorry for their
bad experience..
It doesn’t mean that
you...
Do
Be Real – Shun
That Mask
Stay away from speaking a
“Marketer’s” Language – Just
talk to your customers like a
normal hu...
Image Source

Do
Escalate the
conversation
Once you have
responded to the
concern, quickly get
in touch with the
customer ...
Don’t
Hide!!
If you fail to respond to
your customers, then
your customers will
refrain from responding
to your messages!!...
Don’t
Frown!!
Social Media has given
customers a voice; Now,
they want to talk and
want to be heard – So,
don’t react in a...
Image Source

Don’t
Create Fake
Positive Reviews
Brands indulge in this practice
when they create positive
reviews about t...
Image Source

Don’t
Sending Canned
Responses
Never ever sound
unoriginal when engaging
with your customers –
Canned respon...
Image Source

LET’S HAVE A LOOK AT SOME OF THE EXCELLENT AND WORST REAL LIFE
CASES OF CUSTOMER SERVICE THROUGH SOCIAL MEDI...
Just see the difference between the number of tweets
sent by Nike official handle and Nike Support official
handle – You’l...
“NO”
A Typical example of a canned/unreal response from
one of the most admired multiplex operators in India.

“UNHAPPY CU...
No Response from
Myntra.com ;
Jabong.com jumping
in to enjoy the
moment

“UNHAPPY
CUSTOMERS”
Jet Airways missed
the flight already –
Wish they would have
responded on time

“UNHAPPY
CUSTOMERS”
No Apologies and No
timely response Feedback came on
9th Jan and Dominos
replies on 13th Jan !!!!

“UNHAPPY
CUSTOMERS”
Hope, you would have learnt the basics of keeping your
customers happy by now… All the best
PRESENTATION PREPARED BY

http://www.linkedin.com/in/iprashantjain
ABOUT SIMPLIFY360

SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED
ENTERPRISE SOCIAL MEDIA PLATFORM.
OFFERINGS INCLUDE:
•SOCIA...
Leaders use Simplify360
Clients

Partners

World
wide

Brazil and LatAM

Malaysia

Qatar

USA

India

Singapore & India

S...
THANK YOU
CONNECT WITH US
How To Handle Negative Reviews On Social Media
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How To Handle Negative Reviews On Social Media

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Social Media has given your customers a platform to speak and simultaneously it has created a urge to be heard. Customers now want brands to hear them and respond to their queries in a timely manner.

This deck talks about Do's and Don'ts when it comes to serving your customers through social media and it also contains some excellent and worst real life cases of customer service.

We hope that by the time you finish reading this deck you'd have learnt the basics of customer service.

All the best!!

Published in: Social Media, Business, Technology
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How To Handle Negative Reviews On Social Media

  1. 1. How to Handle Negative Reviews
  2. 2. Image Source How to Tackle Negative Reviews - A Presentation By Simplify360
  3. 3. How to Tackle Negative Reviews - A Presentation By Simplify360
  4. 4. Image Source Image Source This is What You Should Do? How to Tackle Negative Reviews - A Presentation By Simplify360
  5. 5. Image Source Here is a list of do’s and don’ts while responding to negative reviews? How to Tackle Negative Reviews - A Presentation By Simplify360
  6. 6. Do Say Thanks!! Always acknowledge the reviewers for reviewing your product/service – This is the first step in responding to any type of concern. How to Tackle Negative Reviews - A Presentation By Simplify360
  7. 7. Do Apologize!! This is to convey the message that you are really sorry for their bad experience.. It doesn’t mean that you are agreeing to their viewpoint !! How to Tackle Negative Reviews - A Presentation By Simplify360
  8. 8. Do Be Real – Shun That Mask Stay away from speaking a “Marketer’s” Language – Just talk to your customers like a normal human being – Shun that mask, your customers will appreciate it! How to Tackle Negative Reviews - A Presentation By Simplify360
  9. 9. Image Source Do Escalate the conversation Once you have responded to the concern, quickly get in touch with the customer over email/phone and try to get into details of the issue. How to Tackle Negative Reviews - A Presentation By Simplify360
  10. 10. Don’t Hide!! If you fail to respond to your customers, then your customers will refrain from responding to your messages!!! Social Media is a two way platform – If you want to be heard then first you have to listen! How to Tackle Negative Reviews - A Presentation By Simplify360
  11. 11. Don’t Frown!! Social Media has given customers a voice; Now, they want to talk and want to be heard – So, don’t react in a haphazard way, understand the other side of the story and establish a dialogue with your customer. How to Tackle Negative Reviews - A Presentation By Simplify360
  12. 12. Image Source Don’t Create Fake Positive Reviews Brands indulge in this practice when they create positive reviews about their offering, themselves. This practice can have serious repercussions How to Tackle Negative Reviews - A Presentation By Simplify360
  13. 13. Image Source Don’t Sending Canned Responses Never ever sound unoriginal when engaging with your customers – Canned responses will annoy them even more when they see that you’re not paying attention in addressing their concern. How to Tackle Negative Reviews - A Presentation By Simplify360
  14. 14. Image Source LET’S HAVE A LOOK AT SOME OF THE EXCELLENT AND WORST REAL LIFE CASES OF CUSTOMER SERVICE THROUGH SOCIAL MEDIA
  15. 15. Just see the difference between the number of tweets sent by Nike official handle and Nike Support official handle – You’ll understand that there is a brand who is on its toes every time when it comes to talking to its customers. “HAPPY CUSTOMERS”
  16. 16. “NO” A Typical example of a canned/unreal response from one of the most admired multiplex operators in India. “UNHAPPY CUSTOMERS”
  17. 17. No Response from Myntra.com ; Jabong.com jumping in to enjoy the moment “UNHAPPY CUSTOMERS”
  18. 18. Jet Airways missed the flight already – Wish they would have responded on time “UNHAPPY CUSTOMERS”
  19. 19. No Apologies and No timely response Feedback came on 9th Jan and Dominos replies on 13th Jan !!!! “UNHAPPY CUSTOMERS”
  20. 20. Hope, you would have learnt the basics of keeping your customers happy by now… All the best
  21. 21. PRESENTATION PREPARED BY http://www.linkedin.com/in/iprashantjain
  22. 22. ABOUT SIMPLIFY360 SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED ENTERPRISE SOCIAL MEDIA PLATFORM. OFFERINGS INCLUDE: •SOCIAL MARKETING SUITE FOR AGENCIES •SOCIAL CONTACT CENTRE FOR BPOS •SOCIAL COMMAND CENTRE FOR ENTERPRISES. www.simplify360.com
  23. 23. Leaders use Simplify360 Clients Partners World wide Brazil and LatAM Malaysia Qatar USA India Singapore & India Saudi Arabia Worldwide Korea
  24. 24. THANK YOU CONNECT WITH US

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