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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New Kiosk Mode Capability

March 8, 2015

We’ve got an exciting new feature for you to try!

Kiosk Mode allows you to request feedback from your customer on-site. This is ideal for restaurants, medical offices, handyman and any other business that works and interacts with their customer in person.

Kiosk Mode

We recommend using an iPad, Android tablet, iPhone 6+, or similar device. Simply copy your unique Kiosk URL into a Web browser and hand it to your customer during checkout or towards the end of the visit.

Kiosk mode will not ask your customers to log in to leave an online review – this prevents reviews coming from the same IP address and also addresses security and privacy concerns of customers accidentally staying logged in.

Kiosk mode will collect feedback from your customers on-site, and follow up by sending your online review links to them via email.

To access the Kiosk mode URL for your business in GetFiveStars, just click on “Settings -> Kiosk Mode” from the main menu in your Customer Dashboard (this userguide tutorial shows you how).

Kiosk Mode – Suggested Uses:

In your office
On a service visit to someone’s home

Kiosk Mode Benefits:

Ensure you capture feedback right at the point of sale
Capture your customer’s email addresses
No logins on tablet (security for your customers)
Prevents reviews coming from the same IP address and addresses security and privacy concerns of customers accidentally staying logged in

Give it a try and let us know what you think – we’d love to hear your feedback!

Don Campbell

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Our goal is to help you connect with your customers to gain valuable insight on what’s important to them. While you happy customers will help your marketing, your unhappy customers will point out where you can improve and our system will help you communicate with them to keep them with you.