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How to respond to Company Reviews

Nowadays your online brand image can be greatly influenced from the types of reviews your company is receiving. Studies have shown that reviews can also impact your rankings on the web. This leads to the notion of negative reviews. Have you ever experienced the tricky situation where someone leaves a negative review for one reason or another and you just don’t know how to respond? These things happen and more often than not, you will run into this predicament. Negative reviews happen all the time. Understanding the right way to react and respond is a key component to maintaining your company image.

Remember to stay positive at all times. This can be difficult especially if a customer leaves a nasty comment, but just know it is a must. First, you must never ignore the review and make sure to address the issues. This shows that you care about your customers no matter what. Approach things with a calm demeanour and let the customer know that you understand their concerns. Try to offer some sort of solution that can remedy the situation. Usually the result ends up in some form of discount or refund where the unsatisfied customer can experience some reconciliation.

If the problem still persists and seems to be a bigger issue, then try to take the conversation offline and in private where the full issue can be resolved solely between the company and customer. Stay away from automatic responses by bots and always use personal responses. This shows how you are taking as much time that is necessary in order to make sure the maximum amount of people are satisfied with your services. At the end of the day these positive responses to negative situations showcase your great customer service skills and can only improve your business’s image.

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