How to Respond to Negative Customer Feedback?
Every company wants its customers to be happy and satisfied with the products and services they purchase. But, what about the customers who are not satisfied? Negative feedback is a good way for companies to find out what they can do better.
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Negative feedback can be seen as a sign of success because the customer took the time to write something about the experience they had. With negative feedback, you can get an understanding of what went wrong or what can be improved. Negative feedback also helps show where there might be problems with a company's products or services, such as customer service or shipping, so these issues can be addressed before it becomes a bigger problem for the company.
Here are ten ways to deal with negative customer feedback.
1. Apologize for the Problem and Explain What You Will Do About It
When receiving a complaint about your product or service, the first thing you should do is apologize for what happened. This will make customers feel better about their experience with you.
If they have any questions regarding why something went wrong, then answer them honestly. If possible, offer an explanation as well. For example: "We had some problems with our website recently. We've fixed those issues now."
2. Offer Solutions Instead of Blaming Others
When someone complains about your business, don't blame others. Don't say things like, "It's always been this way," or "I'm sorry, but I can't help you." These statements only make people angry. They also show that you aren't willing to take responsibility for anything.
Instead, try saying things like, "What we did was wrong" or "That wasn't right." Then explain how you plan on fixing whatever problem caused the issue in question.
3. Take Responsibility for Your Actions
You may think that if you're doing everything correctly, nothing could go wrong. However, sometimes mistakes happen even though you're trying hard to avoid them. When this happens, admit fault and accept responsibility. Say things like, "Yes, we made a mistake here." Or, "This isn't acceptable."
4. Make Sure That Everyone Is On Board
Sometimes one person makes a decision while everyone else just goes along with it. To prevent this from happening again, make sure that all employees understand the importance of following through with decisions. Also, make sure that no one gets left behind by making sure that every employee knows exactly what needs to be done.
5. Be Honest
Don't lie about the situation. People tend to trust honesty more than dishonesty. So, tell the truth about what happened instead of lying. And remember, never ever promise something unless you know you'll keep your word.
6. Thank Customers Who Complain
After apologizing for the problem, thank customers who complain. Doing this shows that you care about their opinion and want to improve upon your business practices. Plus, thanking customers lets them know that you appreciate their input.
7. Keep Improving Yourself
Always strive to become a better version of yourself. Even after receiving complaints, continue working towards becoming a great company. After all, being honest and taking ownership of your actions is essential.
8. Learn From Mistakes
Where mistakes have been made, it's important to learn from them so that they don't happen again in the future. This will help you grow as an individual and also make sure that you're doing everything possible to ensure customer satisfaction.
8. Don't Take It Personally
It can be really hard not to take criticism personally when someone is complaining about your service or product. But if you do feel like taking it personally, try to think back on why the person was upset with you. Was there some sort of misunderstanding? Did he/she just get angry because you didn't meet his expectations? Or maybe he/she has a bad experience at another company. Try to figure out which one of these reasons applies before responding. If none apply, then simply apologize and move forward.
9. Always Remember That There Will Never Ever Be A Perfect Business
No matter how much effort you put into running your own business or how many hours you work each day, there will still be times when things go wrong.
10. Stay Positive
Even when dealing with negative feedback, stay positive. Instead of getting defensive, focus on learning from the situation. Focus on improving your business rather than focusing on blaming others.
In summary, always expect problems and prepare accordingly. You should always be ready to deal with any issues that arise. Negative feedback is not always the worst thing that can happen. It can be an opportunity to improve your business.