Don?t get upset when you see negative customer reviews online. You might be worrying about those reviews as they are viewable by anyone having Internet connection and those negative reviews could make others think twice before purchasing your products or services. You would be able to mine gold from those negative reviews and convert them into positive outcomes. Here are some strategies that you can try to deal with negative online customer reviews.
Never try to get away from negative online customer reviews: It is very common that people close the eyes to negative customer reviews. But, it will not do any good to your business. You should accept the fact that Internet gives customers easy options to express their displeasure. So, you should know how to deal with reviews positively. If you could identify and sort out the issues referred in the negative review, then it would help your business, might not be in short term, but surely in long run.
Check for legitimacy: First of all, ensure that negative customer review is legitimate. Many businesses now try some ugly tactics which include posting negative customer reviews and thus making others feel that the product, business or service of the competitor is not up to the mark. So, you have to worry only about genuine negative customer reviews.
Understand what the negative reviews talks about: You should try to understand the reviews to know what they are being talked about. If you are able to find the root cause of the problem with your product or service which provoked the reviewer come up with such a negative online customer review, then you are half way done. Understand whether it is related to features of your products, customer service, suggestions for improvements etc.
Respond correctly: It is a very good habit to respond to the review appreciating the review, though it is negative. Your response would also make the reviewer aware that you have taken it seriously and you would do everything possible to rectify. Even the critic has used nasty or rash comments, try to treat the person with respect as much as possible.
Try to correct the problem if possible: If you feel that the negative review is something that you need to correct really, then correct the problem. Also understand that when you correct the issue, you are doing it not only to fight against the negative customer review, but also for the benefit of your business in long term.
Respond to the review: As reviews are not written on hard rock, you also have the freedom to respond to the negative reviews. If you have sorted out the issue, then you can proudly respond to them saying that you have made it. If you feel that the review is not genuine or fair, then you can present your part with reasons in a professional manner.
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