How To Deal With A Negative Criticism And Keep Your E-Commerce Customers Happy

Have you ever faced negative feedback about your business? If your business has a social media presence, then it is quite obvious that at some point in time you will be facing negative criticism. It is how you and your business handle it decides how far you will go towards either creating a new customer or driving away your potential sale that comes on your way.

If your business is showcased on social media platforms like Facebook, Twitter, YouTube or Pinterest, your business is said to get exposed to an entire planet of opinion. Negative comments can be very difficult to deal with. It might be a little horrifying to say a few businesses have been actually shut down after a row of negative comments were thrown on them.

Well, here we share some tips on how to handle negative people and their negative comments.

1) Categorize your comment

Most of the negative feedback fall into four sections: a business error, a misunderstanding, a negative comment or spam. Once after you know to which category that comment falls, it will be easier to come up with a positive solution that directly addresses it.

2) Own up to your mistake

Do not hide it when you or your business makes a mistake. Do not delete the comment or ignore it. Mistakes do happen and the best way to get on them is to deal with them head on. First, recognize the comment, apologize publicly, and then take the comment off the social media page and then resolve it.

3) Build a relationship

When you take your time to respond your customer’s feedback (especially the negative feedback,) it helps build a strong relationship between you and your customers. They feel important and part of your business. This eventually leads to higher customer loyalty and leads to word of mouth publicity of your business.

4) Ask for an explanation

If someone leaves a negative comment, that looks more of a misunderstanding and doesn’t look like an error on the business’s part, then this is the right time to ask for an explanation. You could also ask your customer about what might be the positive resolution. If the customer is not satisfied with any of your proposed resolutions, then apologize and offer a refund.

5) Lastly, follow these minor tips which make major changes in your life

• Thank your customer for sharing his/her opinion.
• Briefly, apologize, and an “I’m Sorry” should do the trick.
• Write “Thank you for taking your time out to write us/call us.”
• Try to explain what happened, be precise and clear. Don’t try to excuse yourself if you’ve made a mistake.
• Explain what you are going to do and when you are going to fix it.

Lastly, consider this as an opportunity to change your customer’s bad experience into good ones and change their complaints into compliments!