Answers
Apr 11, 2019 - 09:04 PM
As a customer service expert, I recommend ALWAYS replying to a bad review. Apologize for the situation, and ask what you can do.
Sometimes the review is obviously fake, so I usually say something like "I can't find a record of your visit/sale/name in our system, can you email me directly at [email address] so I can help you with that?"
It's a gentle way to call out (so review readers can see) that they may not have actually done business with you, but that you do want to, and are ready to help them.
Sometimes the bad review is due to a misunderstanding, and offering to fix it can help with that. Not replying shows that reviewer, and those reading, that you would rather put your head in the sand and avoid problems.
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Apr 11, 2019 - 09:16 PM
Those are good points Dawn. If the price of the item bought isn't that high sometimes it is best to "fire the customer". Offer them a refund and be done with them. I've learned that no matter what you do, there are some people you just can't please and having to deal with them will make you sour and negative about your own business, which will rub off on the good customers! Not something you want.
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