Customer feedback is an opportunity to understand how satisfied customers are with the product or services. It can also help you improve the services and products that your company offers. Positive customer feedback always benefits the organization.

However, it's also important to address any negative customer feedback. You may be feeling a bit worried or frustrated by the negative customer feedback you received.

However, negative feedback is not necessarily a bad thing—in fact, it's an opportunity for you to learn from your mistakes and make your brand better!

It is important to respond to negative feedback in the right way so that you don't end up damaging your brand or making the situation worse than it already is.

Why is it important to respond to negative customer feedback?

• Responding to negative customer feedback is important because it shows that you care enough to engage with your customers, even when they're upset.
• Responding to negative feedback shows your willingness to accept criticism and grow.
• A well-handled response can repair a tarnished image.
• It's a chance to show what makes your company great and why customers should continue doing business with you.

According to reports, “Businesses that respond to just one customer review earn 4% more revenue on average”.

Key steps to follow when responding to negative customer feedback

1. Listen carefully

The first thing you should do is listen carefully to what the customer is saying. Make sure you understand exactly what they are saying and why they feel so. Being open to hearing another side of the story will help you put yourself in their shoes and get more information on how this negative feedback came about.

2. Respond promptly

It is important to respond to negative feedback promptly to build trust with your customers and make sure that they feel heard. Customers can be against you, but by addressing their feedback quickly and openly, you show them that you're willing to fix any problems they've encountered.

The more responsive you are, the higher chance you have of resolving customer concern before it causes damage to your business.

3. Don't try to argue with customers

Arguing with customers will only make them angrier and more defensive, which in turn makes it harder for you to resolve the issue at hand.

You should also avoid trying to change the subject or explain yourself. If a customer has any negative feedback or issue with your product or service, they want you to address that issue – not interested to know about how great your company is.

4. Say thank you

“Thank you” is the most basic, yet vital response to negative customer feedback. The best way to turn a negative customer experience into a positive one is by extending your gratitude in an appreciative tone and being thankful for their patience and understanding.

You should also thank customers for their feedback, and for giving you the chance to improve.

You can also say thank you for taking time out of their day/weekend/life etc.

5. Don't take it personally

It's hard not to get upset when someone tells you something negative about yourself or your brand. But honestly, if we let every little thing that other people say affect us deeply, then it will not be good for the organization.

The best way to respond to negative customer feedback is to keep your emotions in check and respond based on facts and logic rather than emotion alone.

6. Acknowledge the feedback

Acknowledging the feedback shows your customers that you are listening and taking it seriously and it lets the customer giving the negative feedback know that you care about them as well.

• Acknowledge that you take it seriously.

For example, For acknowledging, you can respond to negative feedback like this “Thanks for your feedback; we’re working hard to address it!”

• Acknowledge that you will do your best to address it.

For example, you can respond to negative customer feedback as “We hear your concerns and will use what we learn from your experience to make our company better.”

7. Provide sufficient compensation to the customer

Consider what compensation would be suitable to resolve the concern. Offer your customers a little discount or money off on their next purchase to convince your customer to give you another chance.

By getting a second chance, you can turn negative feedback into a positive customer experience that will spread the word about your superior customer service.

Conclusion

Responding to negative reviews or negative feedback can be a challenge for any business, but it’s an important part of building trust with customers. It means that you're reaching more customers, which means your business is growing!

You should take the time and effort to really listen to what customers say about their experiences with your company. This will allow you to learn from mistakes, improve on them and make sure that everyone has an enjoyable time when they come into contact with you.

If you are looking to measure and optimize negative customer feedback, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.