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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January 2022 Webinar Recap

January 31, 2022

On January 27th, GatherUp hosted the first webinar of 2022. We talked about the most recent updates to the GatherUp product. Thank you to those attendees who made for a wonderful turnout! Watch the webinar below.

Watch the January 2022 Webinar

January 2022 Webinar Agenda

Steve Hartman, Product & Content Marketing Manager, was joined on the call by Josh Sholder, Product Manager, and Chris Walker, Sales Team Lead. We started with introductions (1:18) to help any new customers get to know the GatherUp team.

The first feature topic was Social Sharing. We’ve added a direct integration so you can share reviews directly to Instagram from within GatherUp (2:30). Then we discussed our Automatic Social Sharing beta (4:49).

We talked about the additional monitoring of Google Reviews’ expanded hotel and restaurant details (7:41). The new Custom Net Promoter Score option (12:30) was a minor feature update but worthy of a mention.

We hit on some ways customers can help shape the future of GatherUp through feedback on our upcoming features, like the previously mentioned Automatic Social Sharing, as well as Custom Reporting (13:55). Integrations (17:27) were also an important topic that generated interest within the chat. We talked through the difference between our free and custom offerings and why a business should consider automating the process of adding customers to GatherUp through an integration.

Additional resources (20:45), such as the blog and changelog, were noted.

You can find us at the International Franchise Association Convention Feb 27-28, 2022, booth #1542.

Steve Hartman

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