Situation

When a buyer posts a unfavorable evaluation about your product, it will probably have a cascading impact which may discourage prospects from shifting ahead and even immediate different clients to rethink their buy. It is best to designate a staff to observe fashionable evaluation websites and boards and go alongside unfavorable shopper opinions to your gross sales or customer support reps. If it’s allowed by the evaluation web site or discussion board, a rep ought to publish a response to the unfavorable evaluation and dig additional into any points raised.

A shopper who’s sad could also be extra prepared to attempt a competitor, so a fast response is vital. Considerations revealed in a unfavorable evaluation can usually be resolved in a cellphone name. The client might even be prepared to vary their rating or evaluation based mostly in your intervention.

Set off

• A buyer leaves a unfavorable evaluation of your product on a web site or discussion board

Actions

• Alert the gross sales or customer support staff in regards to the evaluation
• Reply to the poster’s feedback if allowed by the location