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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GetFiveStars Customer Webinar: March 2017

March 29, 2017

2017 is shaping up to be a great year! In our customer webinar this month, Don shared some product updates on SMS Feedback Requests, our new Reporting release that is coming up in the next week, and gave a sneak peak into some new designs for customer facing emails and landing pages too.

Mike Blumenthal then gave a presentation called Google: Your New Home Page, based on some of his new research. Trust me – if you weren’t able to attend the webinar you should definitely watch this.

Aaron Weiche then shared some tips for improving your customer feedback response rates – some great tips and best practices ranging from when to send your feedback requests, what should be in the subject line, body, and best practices for reminders too. He’s got them all detailed for you in this blog post.

We also had a TON of great questions during the webinar, which led to some great discussions. We even had to go over the hour to get to them. If you missed it, take a look at the webinar recording and slides below!

Watch The Webinar Recording

See the Slides

Thanks for catching up with us on the March webinar! We have these webinars monthly – you can see past ones and join the next on our Webinar page.

p.s. We just need a few more subscribers to get our own URL on our YouTube Channel. Would you subscribe and help us get there! Thank you! Subscribe to our new YouTube Channel. We will be posting new feature updates, pro tips, and webinar recordings there.

Don Campbell

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