It is important to note that bad reviews can be changed by the type and content of the review. But the customer before the score once made can not be modified. (That is, the three DSR scores of baby description, store service, logistics service).
So it is still recommended that you take the initiative to maintain your evaluation scores before the buyer evaluation.
Three, the skills of dealing with bad reviews
1. proactive reminder of the customer
Our background is able to track whether the customer has signed for the package. When the customer signed for, after-sales to take the initiative in the qianniu and customer cell phone text message to remind the buyer to check the goods. There are also in use with any problem can contact customer service to deal with. Such an initiative can greatly avoid the problem of customers giving bad reviews. Because generally normal buyers are ordinary people, are hoping to solve the problem, generally will sympathize with the business is difficult to do, will not just throw a bad review. If it is a malicious bad review do not worry, but also can make representations.
2, contact customers to modify the evaluation
Of course, there are still many buyers are more impulsive, more stubborn. Once you find a problem with the product, or are not satisfied, and do not bother to look for customer service, directly give a bad review.
It is recommended that the after-sales service can monitor the evaluation of the background, once found that there are bad reviews, immediately get in touch with the buyer, request the buyer to modify the evaluation. There are different ways to handle different after-sales issues. In the customer's reasonable claims within the scope of compensation, if indeed the store side of the problem, after-sales must be done to make customers satisfied. Such as can be compensated for the amount, send vouchers/coupons, send red packets, replacement parcels, gifts and other ways to meet the customer.
We need to prepare a set of copy in advance to change the evaluation. When the buyer promises to modify the bad evaluation, we promptly send him this set of copywriting, and attach the link to change the evaluation to him, so that they can quickly modify the evaluation. Many customers also have little patience, if the after-sales processing problems are still not slow, probably many customers do not want to operate.
3, analyze the bad reviews, give a reasonable solution
After-sales should also know how to review. Analyze and compare the reasons why customers give bad reviews.
Generally, normal buyers will not give a bad review for no reason (except for those who are intent on finding things), so when buyers give us a bad review, we must go to analyze the reasons why, in the end, where is the problem with our products, where the service has gone wrong.
The most proper or the above mentioned, customer service needs to take the initiative to ask the buyer the reason for bad reviews.
Don't ignore these bad reviews, make a summary of all these customer feedback. It is recommended that each after-sales customer service to their own problems are raised, then you can be based on these issues, put forward their own views, selected the most appropriate and reasonable solution. Only then can we see how the product and service should be improved, can reduce such bad reviews.