With countless online review platforms, customers are being encouraged to review businesses at every purchase. Making responding to reviews a key aspect of maintaining customer trust and satisfaction. The following proactive steps can help businesses respond and manage complaints while minimizing their effects.

Respond quickly – Reviews can change a customer’s perception of a product and damage a business’s reputation. Responding to both positive and negative reviews quickly can indicate to the customer that their opinion is being acknowledged. For negative reviews respond by letting the customer know that the complaint has been seen and that the issue is being looked into. Quick responses to negative feedback can help calm a customer and reduce the need to complain on multiple platforms.

Tailored solutions – Customizing a review to suit a customer’s complaint can help a customer stay calm until a resolution is reached. It additionally displays to the customer that their problem is being dealt with personally.

Check social media and review websites often – Notifications can help alert, monitor, and manage reviews.

Trained customer service personnel – Trained customer service personnel will know how to speak to customers in a polite, professional manner even when they are spoken to unprofessionally.

Research also indicates that although customers accept small businesses to respond quickly with personal responses, they do not expect large chain businesses to take on a personal approach. Therefore larger businesses can see an added benefit and increased customer satisfaction ratings by focusing on managing their reviews.

Revdex is an online business directory. Revdex’s aim is to improve the connection between consumers and businesses. They provide the customers with an opportunity to browse and post negative complaints and reviews about businesses and they make it easier for their voice to be heard by the companies.

Consumers can report internet scams or file complaint about health products.