أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
Never Ignore
Respond Quickly
Know What You Can and Can’t Do
Systematize It
Might be able to handle negative customer reviews on a case by case basis, but as business grows, we’ll want to develop a system for handling it instead. Having a system for dealing with these kinds of issues will help to make sure that nothing slips through the cracks and goes unaddressed. It’ll also help make sure that issues get resolved in a timely manner. There should be a clear chain of command and clear delegation of who’s responsible for handling these issues. If follow the above tips, will be able to handle the vast majority of negative customer remarks that are thrown. Though the ideal solution is of course not to get negative remarks at all, it pays to be prepared for when it happens.
i will defend and do my best to change the negative review into positive one
Accept the negative review and appologyse immediately
Don´t (never) delete negative reviews
Don´t allow that the moderator (of the site/social media) start a "dialogue" online
Drive that negative review to the correct department to be quickly resolved
Always have prepared a formal appologysing answer (even if it´s not your/company fault)
In feedback give always contacts (email/phone) for the person to describe that issue more exaustive way possible
"Make" that person get out from the online review field and enter in contact directly with the correct department and the correct decision maker that will resolve it
Ask to that person what solution he/she has on mind and how would like to be resolved
If it was an negative online comment, make sure, after some time, to "advertise" that the problem was resolved (don´t need to tell how)
