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        are not only responding to one review for one  your response more personal. Apologize, if
        customer but also for all others who will read it  it is needed and reflect the customer’s emo-
        in the future. And that everyone is very happy  tions:   “We are very sorry that XXX happened
        to read them. A new and very effective com-  and we understand how you feel.  We strive to
        munication channel opens up for you and on  train our personal on a long-term basis…  “We
        top of that, it is free. In each response to both  are sorry for your experience…”, “We are very
        a positive and a negative review, you can say  happy…”
        the essential thing about your company that   z Confirm the customer’s experience when
        can decide whether the customer chooses you  responding to a negative evaluation – thank
        rather than the competition.             your customer for support in case of a positive
          “It is better to offer no excuse than a bad one,”   review
        said George Washington. I don´t think so, but   z Conclusion – polite and personal goodbye.
        on the other hand, I am sick of the people   z A bonus is a re-purchase invitation -
        excusing in any sentence. They do not perce-  whether by stating you will provide the cus-
        ive the meaning of the words they say. This is  tomer with a new, better experience or a call
        not an excuse, but a phrase like how are you.  to continue with the excellent service they
        A real apology usually requires justification.  recommend.
                                                     „
        „Sorry“ is not enough.                     z we believe that you will return to us soon
                                                 and you will be convinced that we have already
          How to Provide the Right Response      fixed xxx“
          z Greeting - a friendly opening, mentio-  z „thank you for liking the wine and you will
        ning the customer‘s name or surname.     see that the next time you buy it, it will again not
          z Confirmation of values - here is an oppor-  disappoint you“
        tunity to make a statement that sheds a po-
        sitive light on your brand and confirms your   If you have an overview of your reviews, you
        values. For example:                     will respond to them the right way and quick-
          z “In our winery, we focus on the best service   ly, while you will also learn from them and
        for our customers.”…                     take advantage of the opportunity offered by
             “
          z When producing our wine, we use only.…“  this feedback to improve your services; your
          z entiment keyword — this part makes  guests and customers will appreciate it. ƅ
             S
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