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.

← Blog Home

Review Monitoring Sites & Options Expanded

October 5, 2017

We are excited to announce we have added many new sites to our options for review monitoring. You have always been able to monitor for new reviews on the core review sites like Google, Facebook, TripAdvisor and YP.com, but we have added over a dozen additional options this month.

GetFiveStars now has over 20 sites you can monitor for reviews, allowing you to choose both mainstream review sites and industry specific online review sites.

Based on your plan with us, you can monitor up to 5, 10 or even 20 sites in your account with us. Our Basic Plan allows monitoring for up to 5 sites, Pro Plan allows 10 and Pro Plus and Executive Plans allow you to monitor up to 20.

Adding Review Sites To Monitor

To add any of the new review sites to a business location, just follow these simple steps. If you need more help with this, check out our help guide article on it.

1- Go to the business location you are adding it for in the dashboard
2- Under SETTINGS select ONLINE REVIEW LINKS
3- Select the review site you want to add from the drop down menu
4- Add the profile URL to the tile for that site
5- Select if you want to ASK for reviews on that site or just MONITOR reviews on that site (see image below)

As shown above you are able to chose if you want to only monitor that site for reviews or if you want to request reviews as well. You can also monitor and request reviews for that review site, you are in control.

Want To Monitor More Review Sites? You Can

If monitoring more sites is valuable to you, we have you covered. Please see our pricing plans for more information and you can change the plan level of your location by going to Accounts and then Account Owner Details.

Aaron Weiche

JOIN OUR NEWSLETTER

Sign-up to receive our monthly email newsletter packed with new features, tips, news and webinar invites.

BLOG CATEGORIES

Blog Categories

We'll help you build a better business

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.