Handling Online Feedback, Review and Dissatisfaction

hello, readers
do you still remember my post on 

"importance of online policies"?

The post is talking about how the organization are having social media response policy to reply the customer feedback?

So,

Today the topic I would like to cover actually is quiet similar to that post.

However, this time is focus on

how a company has properly engaged negative online feedback, review even dissatisfaction toward their company service or management.

The real example that I choose is 

Jimmy John's 

is the world's greatest gourmet sandwich, specializing in delivering.

Jimmy John's was founded by Jimmy John Liautaud in the year of 1988 

in United States.

However, Jimmy John's has received bad feedback, review and dissatisfaction from the customer, David towards their services. 

The characteristics of Jimmy John's is "DELIVERING", however it was definitely made David disappointed on it as Jimmy John's delivered the sandwiches to him was took around 1 hour and 15 minutes, especially he lives 4 minutes from the restaurant. He was trying to remind during the time he waiting for, but only received the excuse for the staff which they need to delivery to others locations. Lastly but not least, when David get his sandwiched, the staff told he just got to work after 1 hour that he made order.

Therefore, the service of the Jimmy John's certainly drive 

David crazy, disappointed even angry about it.

Luckily,

Jimmy John's was did a good job in managing and appealing the bad feedback from David. The company was took a proper engaged towards this issues.

Firstly, 

Jimmy john's was respond immediately and promptly

Quick responding to the negative reviews is the main key of engaging the issues. It is because customer will feel that you are care and value their opinion even will take some action for them.Besides, promptly responding does help them to give the company second chance instead of never to visit again.

Secondly, 

Jimmy John's was took the issue offline

Jimmy John's has provided the email in the replying comment which mentioned their customer complaint resolution team will be take action on it.

Therefore, rather than respond to an adverse review by leaving a public comment, it better to reply privately.

Thirdly,

Jimmy John's was replied in polite way.

A negative review which is particularly the person was expressed his or her angry feeling, so a company should be polite to the customer, it might be help in calm down the person's emotions.

Advice:

1. Develop a social media response policy 
A social media response policy does help you to know what is the way and how you should reply a negative review in a proper way because there is a rule that you should be follow.

2. Monitor online presence

Set up your online alert when received any feedback from customer through your company's page, therefore you able to respond to your customer immediately.Always must take action and correction.Be polite is MUST.

Thank you for your reading again.

SEE YOU NEXT TIME.