Anyone providing services or selling products to other people faces difficulty receiving negative feedback. It is not that a perfect service or product does not exist. People are different, and their needs or expectations may vary, so having ideal customers can sometimes lack. Therefore, you need to master the ways that will enable you to handle negative feedback successfully.
Continue reading to learn the six tips to handle negative feedback.
Accept the feedback
First and foremost, be ready to accept any negative feedback. Do not take it personally. When customers share negative feedback, they express their discontent about the product quality or delivery, which does not mean they offend you personally. You should instead accept the feedback and work on improvements. Identify the main points in the feedback and consider it an advantage to excel.
Solve it, don’t win it
When negative feedback hits your live chat or a public review website, you should aim to solve it. You are not in a battle with the feedback giver, and, more importantly, you should not fight to win it. You should rather offer some solutions that would be a win-win both for you and the feedback giver.
Do not avoid it
Another tip to follow is never to avoid negative feedback. If you received negative feedback, do not delete it; hide it or open it and forget about it. Avoidance would not help you to overcome it. You will prepare grounds for further negative feedback.
If you lack the proper software to gather all the apps together and include information in one place, use andcards, and you will not miss a thing. The opposite, try to tackle the issue and find the best solutions to help you improve the situation.
As a continuation of the previous tip, do not take ages to respond to the feedback. If the feedback giver decided to share his feedback openly, he should have been expecting something from your side to take the initiative and solve it. Therefore, you need to act quickly and respond immediately, promising them to look closely at issue and get back to them in a certain amount of time. This way, you will also create opportunities to retain customers, as you will address their request and solve it. Be punctual. Show that you are responsible and you care about your customers.
Mind your language
Pay close attention to the use of language. Try to be friendly, but keep it professional as well. Be polite and avoid judging or offending the feedback giver even if they have their portion of “guilt.” Critically avoid using offensive words or putting a burden on them.
Apart from minding your language, also show some empathy. Show that you understand your customers encountered a difficult time due to the product’s use or did not get what they expected. In return, offer them another product, or send a gift package to please them and show that you value them.
Handling negative feedback will ensure the success of your business operation. Start by accepting it and working on improvements. Solve the issue instead of avoiding it or blaming the feedback giver. Immediately respond, mind your language, and show empathy to handle the situation successfully. Follow these tips, and you will be one step closer to perfectly handling negative feedback from your customers.