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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June 2018 Customer Webinar Recap

June 21, 2018

In this month’s webinar we showed the beta of our new Success Report – this report gives you the best view of your ratings and reviews success all in one place.

We also answered questions about Google Q&A and previewed some exciting upcoming features. The slides and recording of the webinar are embedded below.

Webinar Video

May Webinar Topics

During this webinar we covered the following main items.

The new Customer Success Report, along with new filters that allow you to slice and dice content however you want. Note: these filters will be coming to other reports too.
An update on Google Q&A from Mike Blumenthal.
A sneak peak at new features and updates you’ll see in BETA or in the product soon.
Questions and Answers

Webinar Slides

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

Don Campbell

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