Be swift, be approachable. Get to the heart of the issue
Posted: Wed Jan 15, 2025 5:32 am
No matter what the customers say or what the issue is, you should always aim to reply to bad reviews testimonials as quickly as possible and in an approachable, friendly tone.
You should never leave a bad review lingering in the digital air or try to sweep it under the virtual carpet—doing so will make your brand seem trustworthy and harm your reputation.
To deal with negative customer reviews phone list effectively, you should respond personally, leading with an apology across any public channel. In a nutshell, you need to take ownership of the situation, or it will own you.
How to respond to negative customer reviews
Apologize, empathize, and own the issue (in that order) at the start of your response. This approach will humanize your brand and help to disarm the disgruntled customer, leaving them open to a reasonable resolution.
Be professional yet conversational to ensure your response is approachable and most importantly, personal. Try to respond to every customer by their name.
Always offer a practical resolution to your customer’s issue and thank the negative reviewer for their feedback.
Track your online presence with platforms that will offer updates each time you receive a review or person that mentions your brand name online. This will help respond—and tackle—any negative online reviews quickly.
You should never leave a bad review lingering in the digital air or try to sweep it under the virtual carpet—doing so will make your brand seem trustworthy and harm your reputation.
To deal with negative customer reviews phone list effectively, you should respond personally, leading with an apology across any public channel. In a nutshell, you need to take ownership of the situation, or it will own you.
How to respond to negative customer reviews
Apologize, empathize, and own the issue (in that order) at the start of your response. This approach will humanize your brand and help to disarm the disgruntled customer, leaving them open to a reasonable resolution.
Be professional yet conversational to ensure your response is approachable and most importantly, personal. Try to respond to every customer by their name.
Always offer a practical resolution to your customer’s issue and thank the negative reviewer for their feedback.
Track your online presence with platforms that will offer updates each time you receive a review or person that mentions your brand name online. This will help respond—and tackle—any negative online reviews quickly.