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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GetFiveStars Customer Webinar: April 2016

April 27, 2016

This month we showed more new features including the visual email template editor, captive WiFi portal; we also shared some pro-tips for improving open rates on mobile devices, and discussed how to use the Net Promoter Score to improve your business.

The full recording of the webinar is posted below. We’ll be updating our webinars page with the May webinar date soon.

Webinar Agenda – New features, WiFi Portal, Net Promoter Score & More

Here is a basic outline of what was covered during the April webinar.

New GetFiveStars Features
Captive WiFi Portal for getting customer email addresses
Improving email open rates on mobile devices (51% of emails are opened on mobile devices!)
Using NPS to improve your business and get more online reviews too
Questions, tips, and ideas

There was a lot of interest and feedback in the Net Promoter Score (NPS) discussion – you can see that at 29:12 in the video above. I would love to hear your thoughts on this in the comments below too!

Don Campbell

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