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: August 2016

August 24, 2016

Our webinar for August was packed with great content as we had multiple new features to cover and an extensive blog post to discuss in-depth. I was joined by Mike Blumenthal as we managed to keep the lights on while our usual host Don Campbell was traveling. 🙂

Below is the video and slides of the hour long webinar, with questions and answers included throughout.

GetFiveStars Customer Webinar – August 2016 from Don Campbell on Vimeo.

August Webinar Topics Covered

This month has offered two very large feature additions to the GetFiveStars feedback platform and we covered how to use these features and fielded questions from the attendees. Here is what is covered in the webinar video and slides below.

Survey Questions – We looked at how to set them up, what settings to use, what types of questions you can ask and how to view reporting for them.
Repeat Customer Feedback – Just this week we launched the ability to build a history of feedback instances per customer. Mike and I reviewed the suppression setting, how it works and the new Customer Profile screen to give you all of the customer’s history. One thing to note is the “suppression” setting will be the days from when the customer was “added” to GetFiveStars.
Feedback Request & Review Request Options – We walked through each of the 3 options for your first touch-point with customers. Features, pros and cons of each option were discussed at length.

Webinar Slides

View the slide deck from the August Webinar below.

August 2016 Customer Webinar – GetFiveStars from getfivestars

Thanks for catching up with us on the August webinar. We have these webinars monthly can you can see past ones and join the next on our Webinar page.

Aaron Weiche

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