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Listen or read customer complaints. When you receive a customer complaint, your first job is to listen to the problem and focus on the customer's experience. Whether the complaint is about a price increase, a bad meal, or a service outage, your customers will be contacting you to express their dissatisfaction. While it's easy to overlook online reviews, be sure to give the same time and effort to customers who submit feedback digitally as you would to in-person customers.

Please read an online complaint immediately upon receipt so that you can provide your customer with Phone Number List a timely and thoughtful response. It's easy to become defensive or write off a complaint, but remember, complaints rarely exist in a vacuum. If one customer comes to you with this complaint, several other customers will remain silent about the same complaint. Customer complaints should always be considered legitimate, so give them your full attention and compassion. Free Review Reply Template Tips to help you respond to customer complaints and reviews.


Positive Reviews Negative Reviews Mixed Reviews Fake and Defamatory Reviews Get a Free Template Learn More Take the time to process criticism. Some feedback can hit hard. It's not easy to admit that you've let a customer down, but getting to the root of the problem is an important step in handling customer complaints correctly. If you get this feedback online (such as online reviews or through social media), you have time to understand where your customers are coming from. Use this as an opportunity to reflect on what went wrong. If you were not directly serving the customer or were not present when the incident occurred, you can also use this time to talk to your employees and investigate what happened. Dealing with criticism becomes more difficult if you receive it in real time, such as in person or on the phone. This situation requires you to put yourself in the customer's shoes early on and truly prioritize resolving the issue.