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Negative Feedback: How to handle the inevitable criticism?

It might seem like a bitter pill to swallow at first, but once you think about it you will realize it’s a chance to improve. Listening to customers helps narrow down any glaring issues in your sales, marketing, strategy, supply chain, pricing points, and operations. According to Harvard Business Review, a 10% rise in your Net Promoter Score can result in a 6%-7% jump in revenue. Bottom line is, be glad you have unhappy customers.

Here's how to handle negative sentiments or feedback.

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Negative Feedback: How to handle the inevitable criticism?

  1. 1. Negative Feedback: How To Handle The Inevitable Criticism?
  2. 2. Master the art of listening
  3. 3. 55% of customers backed out of a purchase because of poor customer service.
  4. 4. Get rid of unnecessary steps
  5. 5. 59% of customers had to make moderate to high efforts to solve a problem.
  6. 6. Respond using positive language
  7. 7. 70 % buying experiences are based on how well customers are treated
  8. 8. Try to make the customer happy
  9. 9. 91% of unhappy customers will refuse to do business with you again.
  10. 10. Know everything about product or service.
  11. 11. 50% interactions with CSR fail to help customers .
  12. 12. Show a willingness to learn from the customer.
  13. 13. 91 % of American consumers are willing to pay more for superior customer service.
  14. 14. Read between the lines
  15. 15. 53% of customers switch companies if they feel unappreciated .
  16. 16. Get right to the point and stick to it.
  17. 17. 82% of customers think quality of information is the most important part of customer service.
  18. 18. Be sincere and genuine.
  19. 19. 42% customers switch companies when they are put off by unhelpful or rude staff.
  20. 20. Respond Quickly
  21. 21. 45% of customers abandon online purchases if queries aren't answered promptly.
  22. 22. Take negative reviews seriously.
  23. 23. 12 positive experiences are needed to make up for 1 negative experience.
  24. 24. Thank you!

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