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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Podcast Episode: Getting Online Reviews and Word-of-Mouth Referrals

March 16, 2015

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Customer feedback, online reviews, referrals – these topics are near and dear to any small business owner’s heart.

So how do you approach these things as a small business owner?

In this podcast, we talk about:

Why just having a great product or service may not be enough.
How others have provided legendary customer service in recent history and what you can learn from them.
How you can tweak the way you interact with your customers so they can’t wait to tell others what you do and how you do it.
How you can turn more of your earned customer loyalty into solid referrals by doing just one simple act.
How to remove your fear of online reviews and make them work for you.

These principles guide how we are building GetFiveStars, and they can help your business too.

Give it a listen, and let us know what you think!

Don Campbell

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