Before giving you all an example, I will like to give some tips about how to properly respond for the negative online comments.
1. Respond Appropriately-- do not blame the people who comment negative feedback on your page for a false or misleading comment. What you need to do is pay attention to what is been said, then respond in a balanced, appropriate and professional way.
2. Be Brief-- reply in a short comment such as "we're sorry you experienced this, please call our customer service to talk about it in detailed" and give contact details is better than reply in a long essay for saying something improper.
3. Remember that Everyone is Reading Your Responses-- not everyone will comment on your site but they are reading those comments. Therefore, you have to reply for those positive or negative comments no matter how to show how caring, thoughtful, and engaged your business is, and how it solves potential problems.
Here is the example I'm giving, it is from Jimmy John's, a sandwiches company that provides delivery service.
A customer David is complaining about that he ordered from Jimmy John's but waited for so long time still hadn't receive his order and since his house was only 4 minute time travel from their store. He wrote his feedback onto JJ's Faceook page. After that, JJ had reply him in only a short period of time and in a proper way.
At the end, JJ had appeased David and he was satisfied with their replies.
No comments:
Post a Comment