7 Tips for Handling Negative Customer Feedback

Everyone loves positive reviews, including business owners. But no matter how hard you try to please customers, there will always be negative customer feedback. 

Although it can be damaging, both financially and emotionally, you need to listen carefully to their feedback and improve your business.       

7 Tips for Handling Negative Customer Feedback 

Here are some effective ways to handle negative feedback and possibly turn it into an improvement:    

1. Respond Properly 

Negative feedback is usually delivered immediately after the bad experience has occurred. The customer usually wants a thoughtful and quick response. 

So listen carefully to their feedback and make sure you understand it. After that, you can appreciate their efforts to communicate this complaint. Then give an honest response with a sincere apology and the right solution to their complaints. 

2. Never Get Personal 

For the sake of your mental health and happiness, never get personal with negative feedback or you will tend to retaliate and make it worse. 

3. Do Not Try to Prove Them Wrong 

Trying to prove someone wrong will only make you a closed person to the useful feedback that can make your business better.  

Even if your customer is proven wrong, responding with "You're wrong!" is not helpful at all. Instead, simply read or listen to the feedback without planning your response. Once you have received and understood everything, you can give the right response.  

4. Keep It Appropriate 

Some negative feedback may sound bad. However, a company must maintain a level of professionalism by keeping your attitude appropriate. 

Keep your composure while offering an apology and a solution. Use polite words and a calm voice if delivered over the phone, and a calm expression if delivered in person.              

5. Make Sure 

Make sure you understand their problems by asking questions. This can eliminate misunderstandings and the appearance of defensiveness.  

6. Give a Customized Response  

Every customer wants to be heard and have an impact on the company they are reviewing so that they and others do not experience the same hardship.     

Since their feedback may vary, do not give the same response to all of your customers. Instead, give each of them a customized response with empathy and compassion. This will make them feel special because they are getting the attention they deserve. 

7. Take the Extra Step 

Sometimes apologizing is not enough, especially if it is too much trouble for the customer. In this case, you need to take the extra step to make them feel understood. 

You can offer them a gift of peace, such as: a gift card, a free coupon, a free product, etc. It does not have to be expensive. Just be creative in giving them what they need. 

This may cause them to shift from anger to happiness and ease their pain. If they are active on social media, they can also post this solved problem on their account.     

Conclusion 

Negative customer feedback can be damaging, but it can also be an opportunity to grow and improve your business. So read or listen to the feedback carefully, respond appropriately, and consider what you can learn and do to improve your business.