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Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip’s out there, it’s hard to get your reputation back!

Social media is accessible to everyone and online selling has taken an increase during pandemic. Ratings can make or break any business. There are ratings and review sites where, customers tell detailed stories, might be embellished or exaggerated for attention about how they interacted with a company, whether your product thrilled or disappointed them, and why their overall experience with your company was one they’d repeat…or not.

Online reviews matter because they shape how consumers shop and spend. It is considered mandatory to read review before spending on any company or product.
So, how should respond to a negative review? Here are five tips for crafting a thoughtful response to a low rating;

Everybody appreciate a refund or replacement. If a customer gives your product a one-star review, offer to replace it or refund it, just like you would if that customer called you or chatted with you. Making this offer publicly shows your company stands by its products.

Now, this technique requires diplomacy. A person who’s unhappy with what they’ve already bought—and paid for—may be in no mood to learn what they should have bought. But if another product is available, and the original product can be returned or even gifted to a friend, consider suggesting another product.

Nobody wants a generic response like, “Dear Valued Customer, Thank you for your feedback. We apologize for the poor experience…”
Personalize your responses and here’s how you can;

• Use the customer’s name, if provided. Also have your reps use their first names or an alias.

• Reuse the customer’s own words. If the customer gave your company’s fleece-lined jacket a one-star rating because she found the lining to be itchy at the neck and wrists, use the word itchy in your response. You’ll demonstrate that you’ve actually read the review. You’ll show you’re a real person who cares.

You’re not obliged to agree with an angry customer’s one-star opinion of your company, but as a customer service professional, you are obliged to try to see the situation from the customer’s point of view. That’s empathy. And when you express empathy at a ratings and reviews site—which can be considered one of customer service’s toughest neighborhoods—you’ll impress that customer and all the others who read your response.

Founded in 1994, ZRG is an Information and Communication (ICT) solutions company with a mission to help our clients in their customer satisfaction, business process automation and cost optimization goals.

ZRG’s cutting edge and innovative business communication and customer relationship management solutions assist the customers in meeting the expectations of their own subscribers and in maximizing the return over investment in technology.
ZRG performance has been well recognized in the industry. ZRG technology has won best of class awards in the world forum and its projects in the region have been identified as success stories.

Every day, on every project, ZRG delivers value through the accumulated technical knowledge and project management skills. ZRG expertise delivers immediate benefits to the clients with cost and time savings. ZRG solutions deliver increased operational efficiency and staff productivity to the valued clients. This is what they do. ZRG delivers beyond expectations.

For more information, contact zrg-edesk@zrg.com or visit company web site www.zrg.com.