Businesses that hit back at a scathing online review stand to damage their reputation even further and lose future customers.
Business owners are too often frightened by a negative online review and fail to see the opportunity to recover from even though it may be right in front of them.
So many businesses turn the blame back on their customers for giving a negative review, rather than looking at their own customer service ethic.
The problem exists because business owners don’t realise that their online presence is as important as their face-to-face interactions.
Some businesses offer exceptional customer service but are being let down by their handling of customers once they have left the business.
You hear so many anecdotes of businesses suffering from bad online reviews that spiral out of control, but can easily be turned around to create a positive result with some specialist training that focuses on customer service as an overall experience.
Businesses who are motivated to improve their customer service, but are not sure how, could benefit from the following tips:
- consciously use social media as a way to demonstrate the customer service culture of the organisation
- look at every review as an opportunity to interact and form a connection with customers
- use feedback from social media as a way to streamline business processes to leave positive memories for customers
- understand that social media is an essential part of the customer experience and is viewed by other potential customers.
Businesses can learn how to get better at customer service, transforming their business, leading to a happier workplace and increased bottom line.
In this age of selfies, social media and self-promotion, businesses need to get on top of how to handle their online reputation. It can be more important than any other kind of review.
Chris Smoje, Founder, Dime Customer Service
