It is important that you ensure that your staff understands the value of feedback — as well as the importance of interacting with customers, whether unsatisfied or satisfied, to know what went wrong, how you can avoid those exact same issues down the road, as well as how to potentially turn a negative review to a positive one.
Do not Underestimate Engagement’s Value
Replying to a comment or review has the power to build up an emotional connection to your customer – as well as will send an excellent message to the bigger social community, which is DEFINITELY watching. One recent Ipsos study discovered that customers who are satisfied — i.e., who feel the service met their needs — and who are emotionally attached to a brand are two times as likely to refer your brand and substantially more likely to conduct business with you again.
The first step in assisting your employees in understanding this rationale for Internet engagement. Then, you have to make it simple for them to respond in order for them to follow through.
Be Positive and Prompt so you can Turn Things Around
If you develop a culture which invites all feedback and provides your staff the proper tools to manage complaints, it is possible to improve customer experience and engagement. Below are 6 tools to utilize to encourage staff participation and aid in turning a negative review positive:
1. Set a leaderboard up. Encourage staff to respond to reviews by developing a bit of competition, either between departments or between employees.
2. Make it simple using response templates. A response template takes the guesswork out of creating responses. As your staff has approved templates they may utilize to deal with different kinds of reviews, they’ll feel more at ease responding. Also, you’ll gain assurance that they will use the right sentiment for every response. Here is the best practice: have them individualize templates to address unique situations.
3. Promptly respond. Past clients post complaints on the Internet because they experienced a subpar visit at the location. In many instances, customers not just want the problem fixed, they additionally want others to see how you deal with the situation. It is recommended to respond to 100% of negative reviews, and 20% of positive reviews.
4. Own up to your mistake. Customers might’ve had a legitimate poor experience; therefore, it is critical that you understand their feelings and point of view. It’s possible to gain an advocate by making sure that the front line will take responsibility and will work with every customer to resolve problems.
5. Take discussion off the Internet. As a complaint seems irrational or emotionally charged, it might be necessary to deal with it off the Internet to keep it from getting out of hand. Turn a complaint over to Operations for dealing with, or offer the customer a direct number or email address to customer support.
6. Generate representative reviews – Here is the best way to gain an accurate, balanced, and fair picture of your overall levels of service: ask all your customers to review all of your locations.