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: May 2016

June 3, 2016

In this customer webinar, Don showed some new features that we added in May, and a sneak peek of some new things that are coming over the next couple of weeks too.

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

Webinar Agenda – New features, tips for optimizing your feedback requests for best results, & More

The following is the basic outline of what was covered during the May webinar.

Optimizing Your Feedback Request open rates and conversion rates
Third Email Follow-Up
Public and Private Feedback Responses
Online Review Report – huge improvements
Questions, tips, and ideas

I’m personally excited about the upcoming release of the 3rd email follow-up (it’s really a 2nd reminder for those who haven’t left you feedback yet.) Based on our testing and research this makes a huge difference in your feedback response rates. I also know the public/private responses will lead to better customer interactions and more great content on your website if you are using our Testimonials Widget.

We’ll be blogging about the new features more as they release in June.

As always, we’d love to hear your thoughts and feedback!

Don Campbell

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