Despite putting tremendous effort and time into products and services, enterprises are often met with negative feedback. When customers criticize your product on an open forum like social media, it’s only natural for business organizations to feel disheartened.
Nevertheless, it’s important to keep in mind that customers who are giving negative feedback just want to be heard. Ignoring a feedback post like this will only make other customers or social media users feel that you might not value your customer experiences.
So what can be done about negative feedback?
By listening and proactively responding to negative remarks on social platforms, you can easily turn them around into positive experiences.
In fact, 33% of customers turned around and posted a positive comment after they received a response to their original post. (MediaPost)
Before we go ahead and find out how negative feedback can be turned around, remember that bad reviews or negative input aren’t inherently bad. More often than not, they help enterprises to revamp their products and services to suit the needs of their customers better. Having said that, let’s dig deeper into how you can turn negative feedback to your advantage.
Don’t Hide From Criticism
Take ownership of the negative feedback that you have received and challenge yourself to improve your skills. Keep in mind that removing negative comments or reviews from social platforms can only make things worse. The important thing to do is to be patient and respond accordingly.
It’s more likely that angry customers don’t like waiting.
In fact, 42% of consumers believe they should get a response within 60 minutes, and over ⅔ expect a same-day reply (AdWeek).
It’s important to respond to customers before the issue gets out of hand. Having an efficient CRM solution in place can help your customer support team address issues coming from multiple sources at a time.
When communicating with the customer, listen attentively. While you are trying to understand the root cause of the problem or explaining something to the customer. Do not shy away from admitting your fault. Your honesty and accountability will reflect your credibility.
Fix The Issue At Hand
The most important part of the process. When a customer’s grievance is legitimate, the next step is to fix it. It could be upgraded shipping, a refund, or a new product. It’s important to empathize with the customer and be sincere in the face of adversity.
Reward Good Behavior
Incentivizing your customers to leave a positive review or feedback can go a long way. You could come up with simple contests to reward people for sharing positive experiences.
It’s important to ensure that your customer support team is equipped with all the tools required to respond to customers in a timely manner. Kapture CRM brings all your customer communications to one centralized dashboard, helping you save precious time while responding to customers.
Reach out to us to know more about how Kapture’s CRM solution can help streamline your customer support processes.