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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Webinar: The State of Online Reviews in 2021 – January 14th

January 7, 2021

Have you been paying attention to all of the big and small changes to online reviews over the past year? Your reviews drive so much value to your business.

Join us on Thursday, January 14th at 2:00 pm EST for a comprehensive look into the world of 1st and 3rd party reviews with GatherUp’s Mike Blumenthal.

In this free webinar, Mike will cover everything you need to know to invest your review gathering efforts in the right place, how to market your reviews and 5X their value, and how to manage those pesky reviews that can hurt your business.

In this webinar, you will learn:

How COVID has impacted business reviews over the past 9 months.
How Google, Yelp, and Facebook have adapted to COVID and what you need to know.
How Yelp moderates racism.
The most important online review trends that Mike’s been tracking across Google, Facebook, and Yelp.
What 1st-party reviews have to offer that 3rd-party reviews don’t.
How Google moderates (wacky) negative reviews and what you can do about it.
What are Google review attributes and why do they matter.
How to develop a review strategy and a review plan for 2021.

Garrett Sussman

Garrett is the Head of Marketing at GatherUp, an online review management and customer experience platform. When he's not crafting content, he's scouting the perfect ice coffee, devouring the newest graphic novels, and concocting a new recipe in the kitchen.

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