Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

How to Skillfully Respond to Customer Reviews - Lewis Robinson - ContactCenterWorld.com Blog

How to Skillfully Respond to Customer Reviews

Review sections provide many benefits to both consumers and businesses. For businesses, reviews draw in new customers and provide constructive feedback. With a wide range of reviews that a business can receive, it is important to know how to respond to both the positive and negative ones. Read more about how businesses can skillfully respond to customer reviews. 

Responding to Positive Reviews

Businesses and organizations most like getting positive reviews. They not only draw in new customers but are also easy to respond to. For positive ones, promptly acknowledge that you received their kind comments. By getting back promptly, you show you value their business and appreciate the positive review. 

Make sure to include plenty of gratitude in your response. With busy schedules, it is highly generous of someone to take the time to leave a nice comment. Consider including in the reply a promotion or discount on their next purchase. 

These excited and supportive customers may be interested in sharing their reviews on their social media pages. Kindly ask them about posting it somewhere else. If they are not interested, do not push the matter.

Additionally, some reviews are short and to the point, while others provide details of both the pros and cons of a product or service. Go to Le-Vel Thrive reviews, for a well-researched and in-depth review of a trending weight-loss product. 

Handling Negative Reviews

Negative reviews are, of course, the ones you prefer not to get. You want every customer to be satisfied with their purchase; unfortunately, this is not always the case. Thankfully, there are many helpful strategies for dealing with unhappy customers. 

Start a response by using the customer's name. This adds a personal touch and also lets the customer know you value them as an individual consumer. Then provide a genuine apology for their dissatisfaction, and offer solutions for fixing the issue. Your goal is for the customer to walk away feeling better and to continue patronizing your business.

It is also important to not immediately respond to a negative post. You may want to reply right away; however, it is better to step back and assess how best to address the issue. Taking a step back allows you to compose a more thoughtful and constructive response. 

Replying Publicly to Reviews

Responding publicly to posts is the most beneficial. With a public response, future shoppers can see that you care about the needs of customers and went the extra mile to fix the problem. 

Along with publicly addressing the post, send them a private message. This can be helpful when a customer has left an especially anger post. Your goal is to not lose them as a customer or for them to spread negative information about your brand.

Once you have fixed the problem, politely ask them to update their review. This is important because low-starred reviews can bring down your overall rating. Most people do not have a problem updating it with positive information as long as they have been listened to and their problem is solved.

Taking Responsibility for Mistakes

With large or small businesses, mistakes are bound to happen. What is most crucial is knowing how to skillfully handle these mistakes. Denying that the mistake occurred is the least effective way to handle the problem. This leads to someone getting angrier, making the problem even worse. 

Start by taking the time to fully understand the problem. Inquire for more information when necessary, and offer an apology for any inconvenience this may have caused them. Apologizing is one of the most powerful tools for calming down an angry customer. Most importantly, include a statement on how the company takes full responsibility for the error.

Knowing how to effectively respond to customer reviews is an important skill that businesses and organizations need to have. These skills include knowing how to respond to both positive and negative reviews. It includes publicly responding and admitting to mistakes made. When customers feel they have been acknowledged and taken care of, they are more likely to keep coming back. 

Publish Date: May 21, 2021 1:12 AM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =