5 strategies for responding to consumer complaints online

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A man, woman, and another man sitting on a couch with only their legs and laps visible. Each has a laptop in his or her lap.

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

Categories: Business tips
Tags: business tips, tech tips


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The material provided here is for informational purposes only and is not intended and should not be considered as legal advice for your particular matter. You should contact your attorney to obtain advice with respect to any particular issue or problem. Applicability of the legal principles discussed in this material may differ substantially in individual situations.

While the Texas Association of REALTORS® has used reasonable efforts in collecting and preparing materials included here, due to the rapidly changing nature of the real estate marketplace and the law, and our reliance on information provided by outside sources, the Texas Association of REALTORS® makes no representation, warranty, or guarantee of the accuracy or reliability of any information provided here or elsewhere on texasrealestate.com. Any legal or other information found here, on texasrealestate.com, or at other sites to which we link, should be verified before it is relied upon.

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