Julie Richards, CARFAX Customer Marketing
Most consumers understand that it’s not possible to be perfect. They’re more interested in seeing how you respond to criticism.
Listen and Empathize:
Acknowledge the customer’s point of view.
Provide Explanations, Not Excuses:
Address the customer’s main concerns and explain why the issue occurred.
Offer a Proactive Solution:
Show that you’ve put some thought into the problem and offer a way that you can fix it.
Take the Conversation Offline:
Provide the customer with a way to contact someone such as a customer service manager that can follow up on the situation until it is resolved.
Actively Monitor and Respond to Negative Reviews:
Monitor you reviews so you can quickly respond to concerns, then leverage the feedback to improve the customer experience.