Most of the companies had receive some negative reviews, feedback and dissatisfaction. Having a bad reviews from customer will hurts your company reputation. Therefore, it is very crucial to handle online negative reviews, feedback and dissatisfaction. A good response will help you do two things. First, minimize the damage to your company reputation. Second, it can repair your relationship with the unhappy customer.
The proper ways to respond negative reviews such as:
The proper ways to respond negative reviews such as:
- Thank the guest by name
- Apologize for the guest's poor experience
- Highlight any changes you have made or intend to make
- Evaluate the need for follow up procedures
The real life example is Morganfield's reply the negative reviews from its customer. The customer complain the terrible services offered by Morganifield's. The story is about she have spend RM 150 & above in single receipt, so that she can get both free gifts, free tee shirt and limited edition CNY playing cards. However, Morganfield's didn't offered the free gifts before she ask for it. Somehow the manager explain to her that she can't get the limited edition playing CNY cards because she didn't redeem it 5 minutes after the bill was closed. Therefore, she write a negative review of this incident in Morganfield's facebook.
But Morganfield's had done a proper response to this negative review. First, it got reply to the customer and thank the guest by name. Second, it had apologize that Morganfield's had offered the terrible service to make customer have poor experience. Then, Morganfield's hope the customer private message her phone number to Morganfield's, then they can get in touch with the customer to rectify the matter. I think Morganfields's had response the negative review with a good way in order to remain company reputation and customer's relationship.
That's all for today, Have a nice day, Bye
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