You must ensure that the largest number of all reviews is directed to you. You can organize this using the support service, automated feedback, a well-coordinated ticket system that allows you to contact the site administration. Negative appeals will be easier to handle if they are all redistributed into a single place.
In some cases, it helps to know the opinions of customers by calling them on the phone. For example, a taxi driver delivered the client to the address. By calling him after the trip, you can get an opinion on the services provided. After receiving a positive review, you can post it to yourself, and after listening to a negative opinion, you need to draw the appropriate conclusions and work on correcting errors.
After the negative reviews are collected, you can do the work:
It is important to learn to distinguish criticism from provocative negativity. If the review does not have a certain specificity for any situation, but only a mass of rude, generalizing words, you should not waste your time on it.
Do not respond negatively to negatively. Having received a response with aggression in his address, the client will be even more angry and the situation may be delayed by additional proceedings.
Do not throw the problem unresolved. In the world there is no more offended person than the one who was promised to solve the problem, correct the situation and forgot (deceived).
When communicating with a client, you need to fully focus on solving a problem that has arisen. Tell him in detail about options for getting out of this situation, ask his opinion, thereby expressing your interest. The client must apologize and offer a small bonus (well, if he will be associated with the company).
You can also tell about corporate sports teams, various master classes, movie screenings in the company after work, and so on. You will immediately begin to think more broadly, owning complete information. You can find out even more interesting information about this topic and not only. https://edis.ifas.ufl.edu/hr005
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