Bello,
the topic that i want discuss this week is "Handling Online Feedback, Reviews and Dissatisfaction".
Example of Air Asia that handling online feedback, reviews and dissatisfaction:
I think Air Asia has handle very well to all the the online feedback, review and dissatisfaction because all the feedback that public comment Air Asia will reply although they may took more time to reply but they also reply their customer on midnight. Though this we can see that Air Asia really care about their customer and Air Asia also use a very manners way to reply their customer. Beside that, Air Asia also no attempting to hide what their customer comment about their company, they try to help their customer solve the problem.
Key to handle negative feedback and dissatisfaction:
Do not giving any excuses to the customer, express understanding and empathy without blaming customer . Use a proper and manner way to apologize, it will reduce the customer anger and the customer will feel our company is responsibility.
2. Contact the audience privately
A better way to communicate with costumer who are complaints is offline, by sending the customer a private message. This action can let the audience feel the company care to them and it also can avoid any misunderstanding in the issues.
3. Quick respond
A company have to set time to reply customer when the customer is make complaint in social media, like every 1 hour check one time the social media pages see have any message from customer and reply it immediately. Quick responds can help to calm the customer who make complaint instead of keep them waiting, quick response is one of the important key to handle negative feedback and dissatisfaction.
-END-
Thank you for reading.
Stay tuned for my next post.
Poopaye!
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