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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Case Study: How Zoës Kitchen Increased Google Reviews By 287%

January 21, 2019

“A brand is just a collection of guest experiences.”
– Zoës Kitchen

This statement, made by our client Zoës Kitchen, is completely spot on. GatherUp started working with Zoës Kitchen, a 260 location fast casual restaurant serving a Mediterranean menu, in 2017. They came to us from another customer experience solution that wasn’t providing enough customer feedback or online reviews. It also fell short on the timing needed to produce results and correct poor experiences.

GatherUp worked quickly to streamline feedback and review requests, improve the ease with which customers can contact Zoës Kitchen, and to deliver custom reporting that tracks process at a location and regional level.

With GatherUp, Zoës Kitchen was able to:

Integrate online ordering and mobile app to automatically send review requests after a digital order
Integrate our Customer Feedback Locator into their website
Use Auto-Tagging to group customer feedback into themes
Receive customized reporting to allow management to take action and measure results

Increasing Google Reviews 287% & Capturing 30,000 Pieces Of Feedback Per Month

The results are outstanding. In the 18 months since we started working with Zoës Kitchen, we helped more than double their Google reviews. What the brand had accumulated in over 8 years of being in business was increased by 287% in just 1.5 years by using GatherUp.

Overall online reviews to the restaurant review sites they focused on doubled as well, topping over 75,000 reviews in total on Google, Trip Advisor, Open Table, Facebook, and Zomato. Most importantly, Zoës Kitchen was hearing about the experiences of over 30,000 customers EVERY month. This wave of data gave them incredible insight to their guest’s experiences.

Download The Case Study

Here is the full case study for GatherUp and Zoës Kitchen.

Download the Case Study now

Aaron Weiche

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