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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Report on all your business locations

March 9, 2015

If you manage a lot of business locations in GetFiveStars, this feature is for you.

You probably already use labels to keep track of groups of locations in the Business Dashboard.

Now you can export all the stats/data for a group of locations to Excel so that you can sort them and make custom reports for your clients!

The export includes the key data for each location:

location name
managers
NPS score
# feedback requests sent
# feedbacks received
# promoters
# neutral
# detractors
avg feedback rating
# online reviews
email open rate
# online review links clicked for each link on your thank-you page, and
# feedback URL link clicks.

We’re working on more sophisticated reporting inside the Business Dashboard interface (many of you said you’d like to have this in Excel anyway). It is taking us some time to get it just right.

In the meantime, this feature allows you to get a complete view of all your business locations, and generate custom reports for your clients in Excel.

Give it a try and let us know what you think!

Don Campbell

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