What are Taobao's methods for handling bad reviews at present?

1. Come on. When you see bad reviews, you must deal with them in time. Don't wait a few days or even a week after receiving an email. Most buyers usually want to get a reply from the seller after leaving a bad review. If they don't get a reply in time, they may think that the seller doesn't care about the customer's feelings. Some buyers will browse the bad reviews before buying, so you should make sure to give a reasonable explanation and reply to the bad reviews to reduce the possibility of buyers giving up. It is best to turn on the monitoring of bad reviews. When the store has bad reviews, it will send short messages or remind Want Want in time, so that the bad reviews can be handled more timely.

2. Be personalized when replying under bad reviews, and be sure to avoid unchanging templates. Because every buyer has different reasons for bad reviews, you should give different answers and solve problems according to different situations. In most cases, buyers will be satisfied with your service attitude and modify the bad reviews. When potential customers see your reply, it will also stimulate their desire to buy and effectively increase sales.

3. Providing solutions The best way to deal with bad reviews is to provide solutions specifically for buyers' problems or help buyers solve problems. The common method is to ask the buyer to return the goods. However, there is still a problem, because the buyer's own operation is wrong. In this case, you can give them advice directly, or try to help them solve the problem, or ask the buyer to return the goods, or even let them contact you directly for a solution. All these reveal that you care about customers' shopping experience, which is also very helpful for you to tap potential customers and a good way for your store to stand out from the competition.

4. Professional and sincere. When replying to bad reviews, you must show respect and professionalism to buyers. Even if you are angry with bad reviews again, being rude or aggressive will only hurt yourself, and the result will only be counterproductive. Other buyers can judge what kind of buyers leave bad reviews after reading the reviews, so even if you have done nothing wrong, you should apologize at the first time. Whatever the buyer says, you should respond politely.

5. Don't panic when you see bad reviews. Don't feel that receiving bad reviews is like the end of the world. Every seller will receive bad reviews from time to time. As long as the number of bad reviews is not high, don't worry too much, but bad reviews increase the authenticity of the baby.

6. Trying to get more favorable comments means less and less bad reviews. If your baby has a lot of good reviews and the number of bad reviews is only single digits, then buyers will not care so much about bad reviews. Therefore, colleagues who respond to bad reviews should also pay more attention to praise. You can also contact buyers by email, invite them to leave comments, and try to guide them away from shopping and share them truthfully.

7. Bad reviews can be changed. Buyers can edit their comments, even if they get bad reviews. As long as you contact customers in time and help them solve their problems, most buyers will take the initiative to modify the bad reviews for you.

8. The bad reviews in the records recorded some problems existing in the baby and the store. In addition to some professional bad reviewers, there are some comments from real buyers. Therefore, it is necessary to record these bad reviews. Only by solving these problems can we achieve a real radical cure. Every time the seller receives the buyer's evaluation of the baby, the seller must pay attention to it. For praise, you can reply: "Thank you for your support, welcome to come again next time"! But pay attention to those bad reviews, but don't be too nervous.