How To Handle Negative Feedback From Your Customers

1 year ago by Martha Obike 216 Views

Every brand or business wants to get positive comments and feedback from their customers. Well, let's face it, no matter perfect you think your brand, products or services you provide are, you are going to experience negative feedback from your customers at some point. However, you have to keep in mind that things happen no matter how you think you go to please your customers. Every customer is entitled to their opinion about your brand, and you can't have all happy customers. No matter how you work your way through it, you are definitely going to get bad reviews from customers, but that doesn't really matter, knowing how to handle negative feedback from your customers effectively is what you should be more concerned about.

So next time, you get an angry tweet, a rude comment, scathing review or email, instead of being defensive about it, here's how you can try to find a solution to your consumer's problem and deal with it effectively.

  1. A Little Politeness Helps

When a customer is angry, they say all sorts of things in the process of letting out all that's on their mind. Instead of shouting back at the customer, giving attitude or being angry about the situation. Try to be a little polite about it, when a customer sees you are being calm about everything, it sure helps to calm them down too. Saying  "thank you for your feedback, we appreciate when customers tell us when things go wrong, that is how we improve our offers/business" goes a long way in making the customer feel less frustrated.

2.   Listen Sincerely

When you get either a positive or negative feedback from your customers, it's always a chance for your business to grow. Because consumers want to be heard, to be listened to, so you can only do things that would bring them maximum satisfaction. Be open-minded about the criticism you will get, listen sincerely to the customer’s concerns, and find out why they reacted that way to the situation. Don't interrupt, listen carefully to get the main points, be sincere about wanting to listen to their problems and working on providing a reasonable solution, which actually helps them out.

3.  Don't Let Your Emotions Interfere

It's a human thing to react when we get criticism or negative feedback, however, you don't need to get defensive or get personal about the situation. Don't let your emotions interfere with the business of providing your customer with solutions to a bad service they received from your brand. Distance yourself emotionally and listen to their complaints with an open-minded approach.

4.  Give Feedback Promptly

It is important to respond quickly to the consumer, however, you have to think carefully about an appropriate solution before you give feedback. Don't wait for days, but before you reply, think about the problem, examine what lead to it, why the consumer reacted a certain way, come up with a solution, resolve the issue and fix the problem promptly.

5.   Follow Up

Remember to follow up a week later, after your initial response. Follow up an unhappy customer to show them that you actually care. Keep in touch to ensure that they are satisfied with the steps or solutions you have given to address their problems. This shows that you are utterly committed to providing them the best of products and customer service experience.

Also, remember that getting negative feedback from a consumer is an opportunity for your brand to grow by learning from their mistakes. A negative feedback shows that there are people who want you to get better, learn and grow. Also, the best referrals come from your dissatisfied customers, especially after, you have shown concern towards rectifying their problems effectively.

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Comments

Great piece. Well done.

by Kehinde Alabi 1 year ago

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