Tips for firms to react to consumer criticism

Positive and negative feedbacks from consumers are both indispensable aspects of running a business. While we can reduce criticism with impeccable service, handling it when it comes through is a skill that firms need to master.

Here are some tips that can help to react to consumer criticism.

  • Do not take criticism personally and take time to respond
  • Assess what exactly is troubling them and acknowledge the issue
  • Be analytical when you see the review instead of being emotional
  • Let them know what you are doing or can do to make their future experience better
  • Offer a comprehensive view of your capabilities and things beyond your control
  • Know that critics help transform from good to brilliant

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