Online criticism – every business comes across it today. Some customers will love your service and give you positive comments, but some will criticize you. Well, no matter how hard you try, you can’t make everyone happy about your service. People are different, so their likes and dislikes are. As SEO Experts Melbourne, we would like to advise you on dealing with online criticism today. Don’t worry. Not all the criticism are genuine ones. People are there who criticize everything, no matter how good is something.
Just go to YouTube and watch one of the most viewed videos. 99% of the total visitors liked the video, but 1% didn’t like it. There’s nothing wrong with the video, but that 1% didn’t like for no reason. SEO Experts Melbourne tip: we call them keyboard warriors. They are good at nothing, but they can criticize others well. Well, that is the only thing they are good at.
I worked in a world-leading company in the UK as a shift manager. I learned something during that time – some customers want to make a big fuss out of nothing (bored teenagers and trolls.) So, if someone has criticized you online, talk to yourself. Do you deserve that criticism? OK, now let’s get to know the way to handle online criticism. SEO Experts Melbourne follows the techniques.
* Ask yourself. Do we really deserve it?: Poor customer service is the most common reason for annoyed customers. Well, it is a well-known fact that customer service you provide can win or break the hearts of customers. When you are not providing a classy service to your customers, you really deserve online criticism.
SEO Experts Melbourne tip: how many customers criticize your service? If it is one out of ten customers, maybe something went wrong when you dealt with that particular customer. If more than 50% of customers criticize your service, now it is the time to consider a change. I mean, it should be a positive change that will enhance future customer service experience.
* Some customers genuinely get upset with the service they received. No matter how you deal with customer complaints (over the phone, online chat, or reviews/comments,) handle it well. Apologize first. Apologizing is the best thing you can do to calm angry customers. Listen to his/her complaint well, and understand it well. It could be just a misunderstanding.
SEO Experts Melbourne tip:
when you deal with the complaint, you will understand whether the customer is a bully or a bored teenager who wants to play you. Still, you can’t shout at them. Keep calm and deal with it. If you receive too many calls from a bully, then a point will come for you to consider contacting police. I have come across such situations during the time I worked as a manager.
* Take online criticism positively: Consider it as an opportunity improve yourself. When customers see holes in your service, they show it to you by criticizing it. SEO Experts Melbourne tip: Customers can see things that you didn’t see all these years. It is a great opportunity to correct your mistakes so. Well, don’t wait too long to correct your mistakes. Customers will leave your business forever then.