BBB Business Tip: Why You Should Answer Customer Complaints

How thoroughly does your company track comments left by clients? Knowing what to do when a negative review or complaint appears online about your company is important since it may significantly impact your business’s reputation.

Consider the situation from the customer’s point of view: how frequently have you had a negative interaction with a company, and you feel your voice was not heard? How did you feel when you received a personalized response from the business? Studies show that over half of customers expect businesses to respond to negative reviews within a week.

But over 75 percent of businesses don’t respond to reviews. Regaining a customer’s loyalty might be as simple as responding to these clients promptly to resolve the issue.

So how do you resolve negative customer comments? The Better Business Bureau (BBB) explains why responding to customer complaints is a good practice and how to approach them in a new article here.

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