How do you calm down and handle negative feedback? This is a very important thing for e-commerce entrepreneurs. If you’ve been struggling with bad feedback lately, If you want to counter negative feedback by building up some experience for the future. Let’s check out the video below!
Understanding what your customers are thinking about your product is always the first thing to do. Social media is the platform where your customers communicate with you directly. Normally they will leave comments right under your posts, so turn on the notification of your social media to alert you when comments are made. This helps you stay vigilant when negative feedback arises, so that you can deal with it immediately. On the other hand, instead of communicating with you directly, some customers may complain about your business elsewhere. To ensure you don’t miss any important feedback, you need to track all the mentions of your business by searching keywords and hashtag etc.
One of the biggest problems companies face is failing to respond to negative feedback promptly. It is understandable as we can’t resolve every single issue within customers’ anticipated time. But replying to every comment on time is essential even if you do not have an immediate solution to the problem. Reassure your customers that you are dealing with the issue, and thank them for their patience. Remember, do not work on it without keeping customers updated.
Many brands make this mistake. They come up with excuses whenever negative comments pop up. Some business owners fear that negative feedback may ruin their reputation. Instead of tackling the problem, they disregard the feedback, and in doing so, they ignore the honest and valuable opinion of customers that can help them improve their business. Making excuses does not solve problems. On the contrary, excuses will lead to future challenges. At this point, earning back your customers’ trust is the priority. Explaining how important customer satisfaction is to your business, you will try your best to resolve the dilemma.
By reaching out to an unsatisfied customer in a private chat, you will get in-depth and detailed information from the customer in order to provide them a solution. But, before moving to a private chat, remember to respond in public first. Responding publicly is crucial. It is a way to showcase your business as transparent and helpful. Having a private conversation will allow you to provide the best solution based on specific details, such as order number, account number and so on.
Create a list of frequently asked questions and common misunderstandings customers encounter, then write appropriate responses to each of them. Scripted responses ensure that every matter is addressed promptly and consistently. This is not to say that every answer should be the same. Personalizing the answer by adjusting the template is also necessary to provide the best solution.
To sum up, when facing negative feedback on your social media, calm down and respond positively. When a customer feels troubled, or is in doubt, apologize first, then leave a proper response publicly, then move to a private chat. Try not to state any excuses and always respond as soon as possible.