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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Feature Update: We’ve Added 4 New Sites To Our Review Monitoring

November 5, 2016

I’m excited to share that we’ve expanded the online review sites that we monitor for your business locations beyond Google and Facebook by adding additional review sites.

We now offer review monitoring for the following reviews sites:

Google
Facebook
Yp.com (new)
TripAdvisor (new)
Zillow (new)
Avvo (new)

Adding YP.com for any type of business makes sense and the other review sites we added are leaders in their respective areas. TripAdvisor has long been a favorite site for travel, hospitality, restaurants and tourism. Zillow is a leader in the real estate industry and is a must for realtors and real estate brokers. Avvo is a legal industry review site with reviews for attorneys and lawyers.

How To Set-up These New Review Sites For Monitoring

If you want to add one or more of these sites to your review monitoring you will want to add them to your Online Review Links in your settings for each location. When you add these as sites you are requesting reviews from, we will automatically add them to your Online Review Monitor report.

Watch The Video Tutorial On Adding Online Review Sites

Watch this short video (just over a minute) to see how to set it up for your business/location. It’s quick and easy!

P.S. GetFiveStars has the ability to ask for online reviews from most of the online review sites, (if we are missing one that you need, just ask us). This feature update is about adding online review sites that we can monitor for you, report on, and send you alerts when you get new online reviews there. We are planning on adding additional reviews sites for monitoring in the future as well.

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

Don Campbell

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