The evaluation is for the latecomers, so reply to your bad comments.

1. Our angry reply can not only escalate the conflict, but also make customers change the bad reviews?

2. Who is our angry reply for? Is the evaluation for this customer or for the latecomers? If you think this question clearly, you may have a different mentality.

Besides, have you ever thought that there is life in a crisis? With the increasing popularity of online shopping, the competition among peers is becoming increasingly fierce, and the cost of acquiring every customer is doubling. The cost of acquiring a new customer is six times that of maintaining an old one.

In addition, imagine that when a customer buys something, a baby has 325 positive comments and 6 negative comments. Will customers pay attention to praise or bad reviews?

I believe you have seen too many skills and methods to deal with bad reviews. If you were careful enough, you wouldn't repeat them one by one. Nothing more than:

1, which makes the other party feel valued.

2. Apologize many times, but it doesn't mean you are wrong, it only means sincerity.

3. Find out the crux of the problem

4, negotiation processing

5. Let customers solve bad reviews by the way.

6. Keep records to avoid repeating the same mistakes.

Today, I will focus on the reply of bad reviews, and talk about those bad reviews that are still "indifferent" by hook or by crook, and how to deal with them.

Imagine if a baby has hundreds of good reviews and only a few bad reviews. As a consumer, are you patient with those positive comments, or will you pay more attention to those negative comments? The answer is obvious. Since the attention of bad reviews is so high, but we can't try our best to solve it, it is particularly important to explain and reply to bad reviews, so as to fully show our attitude, views and service level to late buyers.

Let's take a look at the following two bad reviews:

Bad review reply case 1:

Buyer evaluation

A failed online shopping, I suggest parents really don't buy it. It has burrs. Our baby used it for a while, but the cushion actually cracked, which was so cheat people. Please don't call me, I can't afford to be hurt.

Easy manager's bad review reply

Our children have never been like this. Everyone is satisfied except you. It shows how difficult you are to serve. The cushion is artificially cracked. Let 20 yuan for evaluation can't afford to hurt! Did you achieve your goal? What does your baby think of you when he grows up? How will you face the baby then? Character? I wish you happiness! Hehe, I bought a watch last year.

Bad review reply of shopkeeper II

We sincerely apologize for the impact on our relatives. This situation may be due to our large shipment and careless inspection. We also communicated with you by phone, hoping to give you some compensation, but we didn't reach an agreement in the end. I'm really sorry. If possible, we still hope to have the opportunity to provide you with solutions to make up for your losses. Thank you.

Both are God's responses, especially the first one. However, it is still the first sentence. What's the use of poison tongue? The explanation is addressed to the latecomers. What we convey is sincerity, professionalism and responsibility. Dear, you are our God, and I really love you.

There is also a paragraph behind, the buyer's supplementary comments on the first shopkeeper's reply:

"Buy you a watch, garbage, don't let people say. When will you pay? Show me the evidence that I asked you for money. Fucking sick. I threw things away early for convenience. It's better for everyone to see what goods you have at home, and I don't know where to find so many trusts for you. Where did you get the praise? Just buy it and have a look. Garbage, garbage. "

What's the use of escalating the war directly, abusing each other and making a mess, except reducing the integrity of your own shop without a bottom line?

Bad review reply case 2:

Buyer evaluation

I've never seen such poor customer service. This is my first shopping in years. Although I said it was good, I was still angry. I decided to give it a mid-term evaluation. Don't bother me with the phone! I'll never talk to you again.

In fact, in most cases, the attitude and tone of customer service will be softer, but sometimes, a sentence or tone of customer service may affect the buyer's mood. As the saying goes, the speaker has no intention of listening, and the buyer bears a grudge and may give us a bad review. Here are two statements for your comparison:

Easy manager's bad review reply

Our customer service is carefully selected and professionally trained, so it is inevitable to deal with so many customers every day. There is no need to give bad reviews for a little misunderstanding. If so, do you often fight with people in your life? . .

Bad review reply of shopkeeper II

I'm sorry, honey. Please calm down. You have many adults, don't worry about her. Customer service is new and inexperienced, which has caused you a psychological shadow. I'm really sorry. We have criticized the customer service, deducted her bonus this month and wrote an in-depth inspection. The customer service also knew that she was wrong and made it clear that she must learn from her mistakes and correct them. I wish I could forgive her once. Your evaluation is a reminder and supervision of our service quality, and we will continue to improve various service indicators. Please believe that we will provide better service to our customers. Thank you.

It is easy to see which reply will make you more comfortable if you are a customer. It is completely from the customer's point of view and explained by the customer's mood, so it is easier for customers to accept. At the same time, it will also increase the goodwill of your store.

Bad review reply case 3:

Buyer evaluation

The choice of logistics is really bad Slower than a snail and as long as a neck! I postponed my girlfriend's birthday. My girlfriend got angry and almost broke up with me. I am unlucky enough to give you a bad review!

Faced with this situation, it must be the most helpless thing for everyone. Because logistics is beyond our control, but something goes wrong, buyers generally do not look for logistics companies, but directly look for sellers of delivery. At this time, we will force ourselves to calm down, patiently explain our difficulties to our customers, and promise to closely follow up the logistics situation so that customers can understand. I believe many buyers are reasonable people. As long as we are emotional, they will understand us.

Let's compare the feelings of different responses with examples:

Easy manager's bad review reply

There are unstable factors in express delivery, which is a common sense problem! Our store has made it clear that we don't accept time-limited orders and urgent orders! Four days is still slow. Over 1K miles. Wait for dinner, and let go of breastfeeding. Why not buy it for your girlfriend's birthday earlier? Have no patience at all. See how you live. ...

Bad review reply of shopkeeper II

I'm sorry, this is really our responsibility. We didn't expect the delivery to be delayed temporarily. Please convey my apologies to your girlfriend. You remind us that we will continue to improve logistics services and provide you and your relatives with a pleasant shopping environment. I really don't know what to do after giving you so much trouble this time. Please give us a chance to improve, and we will compensate you to express our sincere apologies. If you have any questions, please contact us in time and we will provide you with satisfactory service. Thank you.

If you are a customer, it goes without saying that the latter explanation is more acceptable, but there is no denying that the first explanation is more joyful. Most people understand that logistics problems are difficult to control, and it is normal to slow down occasionally.

Objectively speaking, bad reviews have several effects on sellers' stores:

1. Find problems in the process of products and services.

2. Show the service level in the process of communicating with customers, regain the trust of customers, and even develop into loyal customers.

3. Give latecomers a window to display products and services from multiple angles.

Although the crisis is dangerous, it contains vitality. Well done, one bad review is better than a hundred good reviews.

Good and bad are two brothers. They are always together. The same is true for good reviews and bad reviews. Bad reviews are not necessarily bad, and good reviews are not necessarily bad. In fact, whether it is good or bad, the key thing to remember is that evaluation is for latecomers.