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Clients complain about the network: 7 rules for the correct answer

Tip number 1. Do not argue with the author
Remember that you came to the site with reviews not to argue with complaints, but to show readers that your company’s employees are caring, attentive people. They sincerely want to help and sort out any negative situation. Show that your company employs ordinary people who are also mistaken. Make it clear to internet users that you want to make your customers’ lives better.

Perhaps the client was in a bad mood or he misunderstood the company’s employees. Your task is to politely understand the problem. With this attitude, you will maintain a reputation, and the image will remain at the proper level, even despite problems in the service or work processes of the organization.

Tip number 2. Differentiate facts and opinions
Some people do not know how to distinguish facts from opinions, and everything that they read on the network is taken at face value. The client can write that the massage room of the master looked like a crib, and the windows looked onto the garbage cans. In this example, the subjective opinion is the comparison of the office with the crib, and the fact is the windows overlooking the trash. For one – a stable, for the other – a beautiful study with a comfortable couch. Each compares with something his own, giving estimates. When responding to such a review, it is important to write to the commentator that his comment is subjective. For example, you can write “thank you for your opinion” at the beginning of the review in order to distinguish between the concepts of “opinion” and “fact”.

Clients complain about the network: 7 rules for the correct answer

Tip number 3. Do not answer in the style of “fool himself”
When a client who visits your organization experiences a negative experience, he spills out his emotions on the Internet about what happened. When you respond to a review, write only the facts, hold back emotions. Even if the client called you unpleasant epithets, never answer in the style of “a fool himself.” Skip insults and focus on specifics, remember that your task is to find out the reasons for the customer’s indignation, to find out who is really to blame for the situation. If you insult in return, you will lose both the image and the trust of customers.

Clients complain about the network: 7 rules for the correct answer

Tip number 4. Stay grateful
When reviews are written about your company, even negative ones, it means that people want you to become better. To pay attention to problems in your business that you may not know about. Thank customers for their feedback, and then find out who is actually wrong. Start each answer with thanks: “thanks for the tip,” “thanks for the info,” “thanks for the signal.”

Clients complain about the network: 7 rules for the correct answer

Tip number 5. Empathize with the customer
Nobody wants to get low-quality services, to hear rudeness in their direction or to fall under the ardent hand of a master. Therefore, before speaking out in defense of your company, show sympathy for the person who is in an unpleasant situation. In any answer to the negative, which describes the problems, experiences of the client, add the words “we are sorry”, “we are sorry that you felt offended”, “we are very unpleasant that you are upset.” Just do not confuse “we are sorry” and “we bring change.” Apologizing is necessary only if you are guilty and ready to admit guilt.

Clients complain about the network: 7 rules for the correct answer

Tip number 6. Do not use “NO” or “NO” in the answer
When creating a response to a recall, remember that it is worth softening the wording, as in negotiations. Compose the answer in a non-conflict form, because the words “but” and “no” will anger an already excited person. You should not write in the answer “we understand that you have been provided with a low-quality service, but …”, replace it with “at the same time” or “at the same time I want to notice”. If the client will demand excessive compensation or a refund, do not say “no”, say “we think this is hardly possible”. This is also a refusal, but psychologically perceived as softer.

Clients complain about the network: 7 rules for the correct answer

Tip number 7. Highlight positive
There are negative reviews where the client mentions several positive points. For example, “the service in your beauty salon is gorgeous, the masters are professionals, but the chairs are already completely worn out, it’s unpleasant to sit.” We answer: “Thank you for paying attention to the high service and professionalism of our employees – this is a priority for us,” and then we find out what was wrong with the equipment. This technique helps to fix your advantages in the minds of other readers. And most will remember just that, and not that you have defects in the seats, since they go for a professionally rendered service and high service.

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