Tips for dealing with negative customer feedback
Customer feedback comes in many forms and can eve be hostile. Often, customers reach because they need assistance in better understanding the product or too. Remember these tips when tackling the duty of dealing with customers in flux.
As a director of marketing, there isn’t a day that goes by when I don’t receive at least one form of negative customer feedback.
In my role, I have a lot of contact with existing and potential customers, many of who, are under the impression I enjoy hearing their two cents.
They aren’t wrong.
In fact, I’ve become quite apt at dealing with negative customer feedback and commentary—so much so, that diluting any tension that exists now comes naturally.
Here are six tips for dealing with negative customer feedback on a daily basis.
Take nothing personally
The most important thing to keep in mind when someone sends you a long-winded email complaining about your service, is to keep calm and not take it personally.
Most of the time, when someone is lashing out at you, it’s because:
For instance, I received this reply after an automated email asking for feedback about our infographic tool.
As you can see, he first claims that the tool is terrible. If I were to take this personally and assume it were true, I’d probably give up right then and there.
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