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“Your most unhappy customers are your greatest source of learning” Bill Gate

There are many dangers of allowing customers to leave review online. Many organization fear that bad reviews will ruin their business.  Latest research shows that:

  •  70% of consumers trust online reviews completely or somewhat
  • 89% of customers will move to competitors following a bad customer service experience
  • 50% only give a brand 1 week to improve

It is extremely important what is written about every company in the internet.

The phenomenon of opinion on the Internet is like a tsunami. You need to be very good captain to break the waves quickly, safe ship, your crew and set the sails to the wind.

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The reputation on the Internet needs to be monitored constantly. It is important to have proper process in place to deal with negative online reviews. No business is perfect and it is inevitable to receive someday a less than euphoric review.

The 5E system is very useful when dealing with unhappy customers:

  • Emotions need to be under control. You need to recognize them and act on them when appropriate but not randomly.
  • Empathy, responding quickly, positively and personally will help you enormously to win back customers.
  • Exceptional service also it is very important – make up for the mistakes by offering say a box of chocolates or a bottle of wine
  • Ensure you inform the customer in details how you make things better for future purchases
  • Experience – always make a note of every bad review, analyze, consult with relevant people and think about the solution.

 

 

 

 

 

 

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