How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

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April 2021 Webinar Recap

April 28, 2021

In April, we focused on a few different techniques that GatherUp power users have developed to get the most out of the platform. These processes help you target customers that clicked the reviews button but didn’t actually leave a review. Learn how to send that specific list a review request with less friction to make the review more likely.

Chris also highlighted a few techniques that you can use to adjust your review request copy that typically results in more keyword rich reviews and feedback. He demonstrates how valuable it is to get keyword rich reviews for local SEO purposes.

Gatlin examined the role of reciprocity, community building, and specificity to gather more feedback and improve your customer experience.

Watch the April 2021 Webinar

April 2021 Webinar Agenda

Chris, Garrett, and Gatlin offered a variety of power user processes for GatherUp customers to implement.

Chris walked through how you can make a second request for a review with GatherUp, getting keyword-rich reviews, and all of our great Pro Plan features. Garrett shared how you can use Cyfe to create a local marketing reporting dashboard with GatherUp data. Gatlin highlighted 3 psychological triggers behind customer feedback gathering.

Check out the slides in PDF form.
Cyfe Integration
Partnership with Whitespark for their Yext Replacement Tool as well as Steady Demand for Spam Fighting and GMB Reinstatement – 10% discounts on their services.
Industry news: Miriam Ellis’ Moz Review Topic Clusters Post

Garrett Sussman

Garrett is the Head of Marketing at GatherUp, an online review management and customer experience platform. When he's not crafting content, he's scouting the perfect ice coffee, devouring the newest graphic novels, and concocting a new recipe in the kitchen.

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