Not every customer interaction is going to be great, but it’s what you choose to do with the situation that can make a difference. Responding to negative survey feedback from customers is critical in order to retain your customer base in 2020.
Yes, negative feedback can sometimes be difficult to hear. Being a complaint department is not fun for anyone but try to think of it differently. Think of it as someone giving you the opportunity to improve and prevent future negative feedback. It’s actually a gold mine! It’s identifying weaknesses and turning them into strengths. So how is it done?
Contact the customer within 24-48 hours after you receive the negative feedback, via telephone preferably as it’s more personal. Addressing the situation while it’s still fresh gives you the opportunity to change their opinion about their experience. If you wait too long, the customer may not be angry anymore but, they are probably not going to be a returning customer either. Responding to the negative feedback promptly will improve your customer relationship.
Whether you are the business owner or you are the customer facing representative, take accountability on behalf of the company when responding to negative customer feedback. Remember that the feedback is not personal. Show empathy, not emotion. Let the customer talk and share their experience and when responding, use “we” so that it shows you are speaking on behalf of the organization.
Giving feedback is just as hard as receiving it. Be sure to thank your customer for sharing their experience candidly and be genuine in your apology.
This is SO important. Why? By submitting their feedback they are giving you a second chance. Take advantage of the opportunity to change their minds. This is where you can consider giving the customer something in good will. For instance, waiving their fee, a credit back, exchanging their item or providing additional service at no charge. Give them the experience originally intended so that they walk away satisfied. This will remove the bad taste in their mouth such that they can remember how you helped fix the problem. That is what will be remembered. When addressing negative customer feedback, expect to take an action. An apology is lip service unless followed by an action.
Let the customer know what you have done to make changes whether it was implementing a process or fixing a bug. By listening and then ACTING, it’s proving your commitment to their satisfaction.
Check out our Emoji Survey page to get more information. SurveyStance offers 2 other ways to make it easy to collect feedback. Emoji based Survey Kiosk & SMS Feedback where customers can text message a dedicated number to provide feedback anytime.