" Thank them and/or express empathy
" Acknowledge their concern
" Engage them in a solution
" Provide a private contact method
Your service sucks! Every time I go
to your chat support, I wait forever
and it disconnects me.
(Hypothetical example, sorta.)
Hi, John. Sorry to hear about the trouble in getting
a hold of us. Our technical support line tends to get
busier in the mornings, but you can also reach us
by phone at 866-800-0004 if you have a time-
sensitive issue. We re overhauling our online chat
feature soon, so I look forward to hear your
feedback about it when we roll it out. Let me know
if I can be of any additional help.
Realities of Responding to Negative Feedback
" A majority of reviews stay up forever on the web
" Not all negative feedback reaches resolution
" Be prepared for extortion - it happens
" We all make mistakes and need to correct them
Don t do these things.
" Astroturfing & Sockpuppets
" Compensate for reviews
" Argue with customers
" BS responses
" Publish responses immediately
" Disclose private customer info
" Ignore your happy customers
Understanding the BBB
" Not a government agency
" High consumer trust
" They care about
resolution and consumer
Responding to a BBB Complaint
" Reach out to the customer to see if you can reach
immediate resolution. If not …
" Acknowledge receipt and restate customer concerns
" Provide facts, not opinions
" Address specific issues, not the entire complaint
" Respond promptly
Let s put this into perspective.
" Listen to customers and promote happy ones
" Seek out critical reviews and respond with
compassion, but have a backbone.
" Be professional and clear when responding to the
" Use surveys to detect and resolve risks before they
start. (<120 days)
Let me know if you have any questions or comments!