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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Customer Feedback Locator For Multi-location Businesses And Franchises

August 30, 2016

I’m excited to share with you another new feature, specifically for our multi-location, franchise and enterprise customers. Our new Feedback Locator allows a business with multiple locations to offer one easy page for their customers to select which location they want to leave feedback for.

The Feedback Locator makes it possible to use one link or URL to send your customers into the feedback process. The customer is able to access which location they are wanting to leave feedback for using a Store / Location ID number or by our City and State look-up feature.

This is a great way to offer an easy customer feedback channel on your website from any page. This new feature is perfect to use in combination with your customer feedback request emails and the other proactive ways you are asking for feedback.

How To Best Use The Feedback Locator

Ask us to enable for your account (you must have 4 or more locations)
Customize the locator with your branding, colors and background photo
Link to your locator’s URL with a “Feedback” link in your header, footer or both
Create a redirect to your locator URL so that yourdomain.com/feedback goes there
Create signage or print materials letting customers know they can visit yourdomain.com/feedback to give customer feedback

Don’t Make Customers Work To Give Feedback

As a consumer, I have grown frustrated many times over trying to find out HOW or WHERE I can give a business feedback. We recommend using a simple “Feedback”, “Customer Feedback” or “Give Us Your Opinion” link on their website. More often than not you have to guess, hunt and spend many clicks to get to some bloated contact or feedback form. That’s just bad business.

Our locator makes this process clear, simple and helps you listen to your customers. Once the customer selects the location they are taken to our normal Feedback Landing Page to answer the Net Promoter Score rating question, survey questions if enabled and the ability to leave you feedback to the GetFiveStars platform.

If a customer has something to say and is taking the initiate to find out how to tell you, you should make it BEYOND EASY for them to do so. Adding layers, friction or a 20 question survey when they just want to be heard is a bad idea.

Head Off Negative Reviews

With the handful of accounts already using the Feedback Locator we have witnessed that this feedback channel captures complaints early … before a consumer might head off to Yelp or Google to be heard. Hitting your website and seeing you want to hear feedback and that it’s easy to leave it gives them a possible path to resolution with you. You win and your customer wins too.

Aaron Weiche

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