How To Turn Negative Feedback Into Marketing WinsBy The Campus Digital
A customer wrote to you all in caps. You initially took it personally and wanted to react accordingly.
Do -NOT- do it!
Customer service and proper complaints handling are paramount for your reputation and customer loyalty. Actually, they are a great opportunity to win the customer back, create a good reputation and win the trust of other prospects. Actually, you should be thankful.
Averagely 1 out of 25 people will write a complaint. This means that more people
Find out why your customer is unhappy and grasp the opportunity to advertise. How?
The main reason
Make sure your opening hours and contact information is available and up to date. When using contact forms, set the correct expectation on when their inquiry will
When you use a phone or email, make sure the line is not too busy or reply to your emails promptly.
When someone is rude, there is really nothing you can win by responding the same way.
Take some time and don’t take things personally. Most of the times the customer is not
You might even respond with humour. Ryan Deiss, a well-known figure in digital marketing, rebutted a negative review of Amazon (click on “4 comments”) with humor. Now who looks
The universal rule for complaining: something
Most of the times the angry customer is more interested in being heard and understood, rather than the actual issue itself. This is key to de-escalate!
What you can say to achieve this:
“I understand your disappointment when the wrong item
Or you can summarize the issue:
“From what I have understood is that you made the purchase online and despite having filled out the correct information, we still send the wrong product to you. Did I understand that well enough?”
In 2009 Brand Keys conducted a survey in the US and pizza-delivery company Dominos came out last in taste. They changed their recipe and then encouraged food bloggers and customers to try out to new pizza.
You don’t have to be perfect, just
Take the responsibility but don’t appear to be desperate. Act with self-confidence and professionalism.
Continuing with the previous example, expand your message like this: “I understand your disappointment when the wrong item
Some problems are harder to deal with than others. Maybe you cannot solve a particular problem, but you can find something to make up for it.
The quality of your solution or how you make it up will determine whether you defuse the bomb or win back/
Another example: Someone ordered something from Amazon for Christmas, which
Negativity is online for almost forever, which could bring in even more angry customers. By cutting the issue short you keep control of the situation. Reply enough so fellow readers see how you handle your business professionally, but ask to go somewhere
An upset customer that you win back is usually
The job doesn’t end with extinguishing the fire. As seen in the third step—active listening—understand what the source of the issue is. Use this new feedback to improve your products and services, as to prevent this from happening, but also to become better
Follow up with a questionnaire that asks them to rate your handling. This way they really understand you want to learn and improve. And
Use this feedback to inform your team members or department and I’ll bet they are all keen to learn how to
Hopefully, you have learned how to deal with complaints better and use them as an opportunity. The next time a disgruntled customer reaches out to, you can smile and say “Thank you for contacting us” and
You might also like:
- 7 Things To Keep In Mind Creating Your Logo
- How To Bring
Customers BackInto Your Business
- The Psychology of Colour in Marketing
- Promoting Yourself Online: 9 Ways To
- The Buying Cycle Explained (And Why
You Should Know)