5 strategies for responding to consumer complaints online
06/29/2015 | Author: Editorial Staff
Online review sites make it easier than ever for consumers to spread the word about an experience with a business. Sometimes this works in your favor, but what should you do when you receive a complaint? The Better Business Bureau offers these tips (plus more at bbb.org) to help you respond to customer rants on the web.
Pick your battles. It’s time-consuming to address every blog post, comment, or tweet. Look for ones that are less than a few days old, on prominent sites, and are about problems you can solve.
Offer full disclosure. Don’t pretend to be an unbiased consumer. Tech-savvy individuals can easily deduce who is behind comments, so admit who you are.
Take the conversation offline. Keep online responses polite and direct. Ask if you can continue the conversation by email or phone to discuss the specific details of the complaint.
Assume everything you say is public. Don’t say anything privately (even through supposed private messages) that you wouldn’t want made public.
Know when to walk away. There’s no satisfying some angry customers. At times, you may only be able to offer a sincere apology and walk away from the conversation.
This article originally appeared in the June 2015 issue of Texas REALTOR® magazine. Read more of this issue at texasrealestate.com/magazine.
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