If a customer who responds to your survey and feels they had a problem with a product, we immediately work to solve it. Why ask for feedback if you’re unwilling to act upon that feedback?
But what if an unhappy customer leaves a negative review online? We constantly monitor the site and reach out directly to try to solve the customer’s problem.
The first thing we do is make the customer feel heard. We want to listen, ask questions, and then validate the customer’s feelings.
We then focus on solving the problem, confident that you know not only understand the problem, but what the customer really needs. Once the customer is happy, we politely ask them to edit their rating.
Diplomacy plays huge role and the ability to have a third party take control of a bad situation will remove any emotion form the proceedings.
We have used this stratergy on many occasions and have found it to be extremely successful.