Bad customer service review management
How do you manage a bad review? (on the rare occasion they may happen)
We are hoping to learn more about different approaches out there, and what options there may be.
YOUR feedback is very important for us, and will be very welcome. The survey is short and sweet. Multiple pre set so you don't have to waste time typing things out. Some space as well so you can share your thoughts.
Thank you for your participation, it means a lot to me.
Someone had a bad customer service experience. Leaves a bad review on google / yelp / opentable. How do you manage it?
start a witch hunt and try to find the culprit (and have a chat with them or fire them)
Fire everyone and start fresh
Try to get in touch with the person that left the review and straighten things out if you can salvage
ignore, someone else will come along
try to suss out from the staff who could have done it / who is underperforming
Call for a general meeting and explain the situation to the staff
Get in touch with google / yelp / opentable and try to get more info
Become more observant of how the staff interacts with guests
Push on managers to keep an eye on staff / guest interactions more closely
Get managers to fill reports more often/ more detailed
get managers to start daily reports of hiccups or mishaps that may come up in reviews
ALL OF THE ABOVE
(Entirely optional) How much do you think a bad review costs you in terms of revenue or future revenue?
Nothing, it's a hiccup
Lots of drinks after
Loss of reputation
Anything you'd like to add?
THANK YOU! Your feedback helps me improve and bring you better data. Would you like to subscribe to our newsletter? I occasionally share resources that I find in the internet (finding useful stuff is my speciality) Punch in your email below. (and you consent to receive emails from me)
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