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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March 2018 Customer Webinar Recap

March 28, 2018

Thanks to all of you who attended our March webinar! These webinars are a highlight for us – it’s our chance to connect with you all directly, show what we’re working on, and get your feedback, ideas and suggestions.

This month, we talked about 3rd-party online reviews, showed how to monitor them for your location(s), and how to display them on your website. Our new Review Widget offers many options for showing off your 1st-party and 3rd-party reviews together or separate, you choose. We also talked about updates to a few features that went live this month, and showed a sneak peek demo of our new navigation design and email notifications that are coming soon.

Watch the webinar video recording to see the demos and discussions

Watch the webinar recording to see the demo of our new Navigation UI – we think you will really like it!

A Few Other Product Updates

We are constantly working to improve our product in big and small ways. Many times the small improvements go unnoticed, and we are working to better communicate those (see our new fledgling changelog). Here are some upgrades that happened in March, that we covered on the webinar.

Visual indicator for COPY/PASTE
Removed Google+, added Buffer to social sharing for 1st and 3rd party reviews
Added more display options to the Review Widget – “left”, “center” and “right” justification

You can see these feature improvements in the slides below, slides 8-11.

View The March Webinar Slides

We are a sponsor of Local University Advanced in Austin, TX on April 12th. We’d love to see you there and meet you in person for a great day of in-depth local digital marketing knowledge. Hear presentations from the local search industries top minds.

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

p.s. Subscribe to our YouTube Channel! Subscribe here our new YouTube Channel. We promise to keep posting interesting stuff there, including new feature updates, pro tips, webinar recordings and more!

Don Campbell

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