This is a guideline to help you respond to negative reviews to maintain your reputation.
- Concentrate on the main issue, and then focus your response to it. You don't have to read all the reviews. Customers often write reviews to vent. After you have analyzed the issue, focus your reply on that specific issue. This will make the conversation easier, temper emotions, and save everyone's time.
- Do background research. You should have as much information as possible about the customer's problem. If the customer is complaining about the delay in their order, they should check with the relevant department to confirm the order information. To know more about online reputation management, you can check over here.
- If they are not satisfied with the way your help desk dealt with their issue previously, review the documentation to see if there is anything else you could have done. Do not reply to them without knowing all the facts. You should also determine if the problem is recurring or an isolated one before you respond. This will allow you to take the necessary steps to prevent it from happening again.
- Always be polite and accept mistakes. You can apologize for the problem and thank the customer that they took the time to let us know. It will make your customer feel better if you start with something simple and sincere.