Thanks to social media, everyone’s a critic. While you would love to have all positive reviews, there’s no need to fear negative ones. Our fulfillment company experts offer some helpful tips on responding to both.
Why Respond to Reviews?
Everyone wants to feel that their opinion is valued. When you acknowledge feedback about your eCommerce business, good or bad, you’re sending the message that you appreciate customer opinions and take them seriously.
According to Forbes Magazine, customer feedback is one of the more valuable tools for growing your business. By listening to what people like and don’t like about your product or service, you gain direction on how to evolve and improve.
Responding to Positive Opinions
If you receive positive feedback, there’s no need to provide a lengthy response. Simply offer your sincere thanks and appreciation for sharing their experience. Any attempt at a sales pitch can backfire by coming off as pushy and opportunistic.
Responding to Negative Opinions
Of course, shoppers with negative feedback require more TLC, but it’s an opportunity to get a second chance from a disgruntled customer.
- Respond promptly to show that you’re paying attention.
- Maintain a professional tone. Resist the impulse to take the criticism personally.
- Ask questions to make sure you understand the customer’s concerns, just as you would if you were conversing in person. Investigate as needed to determine the cause of the problem.
- If a customer has a complaint about something that’s no fault of yours, don’t feel obligated to apologize, but do offer empathy and compassion.
Team Up with Our Fulfillment Company for Increased Customer Satisfaction
At Medallion Fulfillment & Logistics, we understand the value of providing superior customer service. We offer scalable fulfillment services to accommodate any eCommerce business. Contact us for more information.