Handling negative reviews
Many businesses struggle when Customer Communications Managers (CCMs) don’t respond well to criticisms on trusted platforms like AllReviews. This can lead to wasted resources, inferior products, and mishandled customer feedback.
At AllReviews, we give business profile owners the tools to respond positively to online reviews. This guide shows you how to professionally deal with unhappy customers, even when they seem unreasonable or very upset.
Step 1: Verify the Review
Our platform boasts a verification rate of over 80%. But with the high volume of user reviews, it’s challenging at times. If you find a particularly negative and unverified review, report it for a chance of removal. We prioritize verifying such reviews, and if the reviewer can’t prove their experience, the review will likely be removed. But what if it is verified?
Step 2: Empathize with the Customer
Showing empathy is key when dealing with affected customers. Even if you're confident in your product, external factors may affect customer satisfaction. Acknowledge any faults and focus on resolving the issue. This can turn a negative experience into a positive one.
Step 3: Recognize Public Perception
Your responses to reviews reflect your business's standards and customer dealings. Admitting mistakes and offering solutions shows professionalism and can boost public perception. At AllReviews, all responses are public, promoting transparency.
Polite and solution-oriented responses can attract potential customers, increasing their willingness to buy from you.
Step 4: Respond Formally and Politely
When addressing criticism, it’s essential to respond professionally. Avoiding unprofessional language or personal attacks is crucial. At AllReviews, we believe maintaining professionalism in responses builds trust and effectively addresses customer dissatisfaction.
Final Step: Offer Solutions
Always aim to provide a solution or, at the very least, offer an apology. Reaching out to the customer privately to offer solutions or compensations, such as discounts, can resolve issues and demonstrate your commitment to customer satisfaction.
Even if you request a review removal, we make a note that the owner contacted the customer and resolved the issue, showing your dedication to excellent service.