Here’s an interesting video produced by Reachcast on how to handle customers who have posted a negative review online at sites like Yelp, Google maps, and other review sites.
Three major topics are discussed
1. The Preparation before your respond
2. The response itself
3. Monitor and Follow up after the Response.
In addition to the excellent points in this video, one very important step should be included in the process. Aggregate the content of the negative reviews and categorize them to see if the reviews are one time incidents or repeated over and over again. For those issues that keep reoccurring, you should do root cause analysis to determine what is causing the problem and see if it can be fixed.If it can, set an action plan in place to make the required adjustments or changes. And you should also tell the customer what you are doing to fix the problem so he/she won’t encounter it again in the future.
That way, instead of fixing the customer’s problem, you fix the cause of the problem and the customers will stop encountering the problems and leaving negative reviews.
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