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Try to evaluate those negative criticism, if you find them with basis try to improve the product or service.If you find them no basis at all just continue improving for the satisfaction of the customer and for the growth of the company.
Surely listen. Then decide whether you are the concerned person to answer him. Whatever it is, do share with the manager and other members of the team. Remember he is talking about his experience with the organization. Nothing personal.
Negative Criticism is just another name for Constructive Feedback, whether it be directed at you or the porcess that you have to follow or the company as a whole that you represent.
I have found that you need to behave like a Mirror, absorb the image (the criticism), reitterate and repeat this back to the cusotmer (reflect it back to the cust), appreciate the time and effort they have taken, and not let the uglyness of the situation afftect you (become empty again when they move away and there is nothing left to reflect).
This will assist you in not allowing the negativity to affect you and your role. take on the feedback and move forward, use it to help build a thicker skin so comments like this dont affect you in the future.
In my opinion, negative crticisms from customers especially are very healthy for the business whereas they can be utilized as feedback about the service or product that you're interacting with.
Communication handling can be as simple as thanking the customer for their opinion whatsoever and for enlighting the dark path of the right path to service/product perfection.
Outcome will be satisfying for both parties.
You need to understand exactly why you have received negative criticism and then look at ways to improve and prevent this from happening in the future.
From my experience of dealing with a variety of complaints from external and internal customers, you have to listen, investigate and then feedback to all parties involved, what detail you can (taking into account data/information protection etc), to pacify the aggrieved party and learn from the criticism going forward.
Ignore it ......................................
Always be calm and empathize from your side, there is a big difference with sympathy and emapathy and we should always use empathy with a difficult client. Be polite and just accept the criticism as if you were on the other end. At the end of the day the customer is always right and they generate the profits.
agree with the client.........................................
You should accept any criticism from the customer. The customer is just like the fuel of your business. Therefore, you should work on this criticism.
