Dissatisfied, offended customers will always be, since each of us is unique and it is difficult to please everyone, so negative feedback will be pursued by all companies throughout their existence.
Any negative feedback can have positive aspects. It is necessary to consider each new negative feedback as a source of change and as a further development of the company. Feedback from our audience can give us meaningful information about how to improve the quality of products or services. The results will not keep you waiting.
Always remember that your goal is to reach a mutually beneficial solution to the problem and thereby restore trust in the company. The target audience of the company should be sure that you will come up with full responsibility and understanding to eliminate the problems. We must learn to take into account both the interests of the company and the interests of the offended client.
What skills should an employee have that deals with processing such reviews in the company, and what should he always remember about:
- First of all, keep calm.
Often an employee begins to panic and gets nervous when such a response is found. This is a natural psychological reaction of a person to a negative.
- Do not take a negative on your account.
Remember that it is addressed to the company.
- Rely on logic, not emotions.
Emotions interfere with constructive dialogue building.
- Hear the client (the author of the response).
Carefully read feedback again, every sentence, every word.
- Look at the problem through the eyes of the author, not the employee of the company.
Then you will understand what kind of response, and what actions he is waiting for.
- Create an atmosphere of cooperation.
Offended client or partner should be sure that you are ready to help him. Show him your sincere desire to resolve the situation.
- Do not cause resentment or discontent with the author, expressing his disagreement about the situation described.
- Do not engage in a fierce argument.
It is human to respond to rudeness with rudeness, especially in the network. Forget the hostile and disparaging tone — this will exacerbate your situation.
- Avoid template responses.
A person wants to be unique.
- Use the “paraphrase” method in your answers.
This will help to eliminate possible misunderstandings, provide better mutual understanding. The author will see that you have come to the study of his problem with full seriousness and are ready for cooperation.
- Avoid in the answers such words as “but”, “however,”, “nevertheless,” “all the same.”
They can be perceived as an objection.
- Be operational.
The sooner you find a mutually beneficial agreement (necessarily summarize it in the comments), the better. Negative emotions tend to accumulate.
Write to the author the word of gratitude, write to him something good about him, comfort his Ego. It will be difficult for him to feel dislike for the company. He will feel its importance.
Every negative comment makes it possible to improve the processes in the company, you just have to react to them correctly. Therefore, do not worry, fear and avoid communication with dissatisfied customers.