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.

← Blog Home

GetFiveStars Customer Webinar: November 2016

November 30, 2016

In our November webinar we talked about the importance of customer experience, and showed some new GetFiveStars features that allow you to customize your feedback flow in new and interesting ways. Mike Blumenthal, Aaron Weiche and Thomas Hasch joined me as we answered questions about the new features and a variety of other reputation management topics as well.

Here is the video of the November customer webinar.
Note: I forgot to start the recording at the beginning, so the first 8 minutes or so is cut off, but I’ve also included all the slides below. Sorry!

November Webinar Topics We Covered

We talked about the importance of the entire customer experience, from online reviews to customer feedback, capturing Net Promoter Score, and uncovering opportunities and ideas for your business.
Copy/Paste feedback feature – this allows your customers to quickly copy any feedback they left you so they can easily leave you an online review on Google, Facebook or other online review sites. We showed how to set it up, and how it works.
Expanded Online Review Monitoring – With now 7 sites you can monitor for reviews, we viewed how to set it up (easy!) and how it works.
Email Feedback Requests Sequence and Timing – We walked through new ways to customize your customer feedback flow and how to see/edit your email sequence options and timing in one place.
Repeat Customer Feedback – Why you might want to ask your customers for feedback more than once, and how to build a customer history across multiple touch-points, how to set the frequency of asking for feedback again, and how to view all this in the customer profile.
How to get our new Window Clings!

Webinar Slides To View

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

Don Campbell

JOIN OUR NEWSLETTER

Sign-up to receive our monthly email newsletter packed with new features, tips, news and webinar invites.

BLOG CATEGORIES

Blog Categories

We'll help you build a better business

Our goal is to help you connect with your customers to gain valuable insight on what’s important to them. While you happy customers will help your marketing, your unhappy customers will point out where you can improve and our system will help you communicate with them to keep them with you.