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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May 2018 Customer Webinar Recap

May 25, 2018

Our May 2018 webinar reviews some big changes to a few areas that released the week prior into the platform. Our slides and recording of the webinar is embedded below so you can review the content if you joined us on the webinar or watch it for the first time.

Webinar Video

Watch the webinar slides and listen to the audio as we reviewed the Google Terms of Service update to a couple of our Request Modes as well as our new menu design in the app interface.

May Webinar Topics

During this webinar we covered the following main items.

Google TOS updates to Ultimate and Review Mode
New menu design release, including white-label account custom color options
Review industry news with Google now notifying consumers when a business responds to reviews
A sneak peak at new features and updates you’ll see in BETA or in the product soon:
- Our new Brand Report
- Review Pop-up
- Agency Dashboard and client level for Agencies and resellers

Webinar Slides

Thanks for catching up with us in the May webinar! We have these webinars monthly – you can watch past ones and join the next on our Webinar page.

Aaron Weiche

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