How to solve bad reviews and complaints
What I want to tell you here is don’t panic when you encounter bad reviews. First of all, we have to learn to find the reason. There are three types of reasons why customers give bad reviews: express delivery problems, seller product problems and service problems
, Customer personal reasons. The next thing we have to do is to filter out what is the reason for the customer to be dissatisfied and make a complaint.
- View contact information and chat history
Secondly, we need to quickly check the time when the customer gave a medium or bad review, check whether the phone number left by the other party is a mobile phone number or a landline number, and then check our original chat history. The other party has no dissatisfaction with us.
If there is a moderate or bad review, we should analyze it quickly and deal with it as soon as possible.
Don’t procrastinate just because you don’t know how to fix it, because many clients are forgetful. It’s possible they gave a bad review and they don’t know, we have to get in touch at the best time when dealing with this type of incident.
- Contact customers
There is no specific time to contact customers. Be gentle and sincere when calling. Buyers may help modify it and don’t kill the phone. If you keep calling, you will not be surprised to get an extra bad review.
Called to connect to the first self-reported home, and customers across the province were at a loss. For example, if a customer bought our bag, but gave a bad review, we can say something like: “That’s it, I’m a XXX Taobao store. Seeing that you bought a bag at our house, you have confirmed that you have received us. But look See you give me a neutral/negative review, you say (look what the review says). Let the customer first understand who called them and why they gave a bad review. After the customer feedback, communicate with the customer. Say thank you for your feedback , the store will improve it, and then ask the customer if they can cancel the bad review. If not, don’t force it.
Let me tell you a little story and you will understand.
In parks and stations, you may have encountered such a situation. A monk walks up to you and hands you a string of small beads. You quickly shook your head and said, “I don’t need it, thank you.” The monk said quickly, Master Mianshan, our fate is very deep, this is a free bead, I am very compassionate, I don’t need money, I will give it to you for free, you After listening to it, he silently thought about it in your heart, and then took the string of beads embarrassedly. When he just got it, the monk bowed deeply to you and said to you, “Donor, you can donate five dollars. Or give me ten dollars? Buddha?”
Although there are many small animals rushing from your side, you don’t want to pay, but you accept the Buddhist beads given by the monk for free, and the monk bows deeply to you again, you are even more embarrassed, so you can’t help but take out the money.
If the buyer has some minor flaws in the purchase to give a negative review, you can use Alipay to transfer a few dollars and change to the buyer, and then call, because the buyer gets a little benefit, according to the above reciprocity principle, the probability of the buyer’s modification will be greatly increase. Of course, if something goes wrong with your product and buyers are angry, small transfers won’t be as effective.
- Explain and apologize.
Explain carefully. When a customer asks us a question, our attitude should be as gentle as possible, so that the customer can feel that we are solving the problem for him with the greatest sincerity. rather than arguing with him. Sincerity is very important, since there is no face-to-face communication, customer service and attitude will be the key to solving problems. You can add customer WeChat if needed.
- Fast closing to reduce customer hesitation time
Close it in time, and send the evaluation link to the customer, so that he can find the modification as soon as possible. Improve the success rate of modification, don’t forget to maintain customer relationship after closing.
Finally, Guanneng recommends that everyone keep a good mentality when encountering bad reviews or complaints, and never let their mentality become unbalanced because of customer nitpicking, which often makes things even more out of control.