FREQUENTLY ASKED QUESTIONS
Especially in the online industry, where speed determines competition, it is important to find answers to your questions in one click. That’s why we’ve put together frequently asked questions and answers for businesses and consumers. However, if you do not find a suitable answer to your question, our service team will gladly personally be there for you.
Questions and answers for companies and consumers
Tips for dealing with negative reviews
Negative reviews are annoying and often unjustified. By dealing with negative reviews fairly often, however, they can be positive and offer traders the opportunity to learn. Unfortunately, many shop owners are carelessly reacting to negative reviews, making it difficult to resolve the conflict.
How do I react to a negative review?
It is important to act calmly and deliberately and not to respond hastily to a negative review. First, you should contact the customer yourself and try to find a solution to the conflict. Your account at EXCELLENT.ORG gives you the opportunity to publicly comment on your reviews or send a private message to the customer. In the case of a negative review, it is advisable to contact the customer via private message and not to publicize the conflict.
How do I behave towards the customer?
When contacting the customer you should remain objective and respond to the customer’s criticism, as poor or lacking communication can also lead to negative reviews. We also advise against verbal abuse and threats. When communicating, remember that you want to get the customer reviewed or removed, so your goal is to reach an agreement. Be attentive to the customer and remain courteous, even if it is an obviously unjustified review. In order to reach a positive agreement and to change the review, it is also important to understand the customer’s situation. Experience has shown that the easiest way to change the review is to take the criticism seriously and clarify the incident. Then most customers are also willing to rethink and change their review.
For a cover letter to your customer, you can use the following template:
Dear Madam, dear Sir…,
Thank you for taking the time to post a review for our shop with the EXCELLENT.ORG tool. Unfortunately, this review did not turn out positive, reason is ………… We can understand that you are not completely satisfied, however, you can easily contact us by phone or email, as we always strive to address all concerns as quickly as possible to clarify, because customer service is very important to us. You are also welcome to leave us your contact details, then we will contact you immediately. We hope that we can complete this process positively and in your sense. If you have changed your mind, I would like to point out that you have the opportunity to change your review via the review link again. I would like a short feedback by …. looking forward. Thanks in advance.
Best regards, …
What do I do if the customer agrees to change his review?
If the customer agrees to change his review, he can easily change it himself. Upon submission of the evaluation, each customer will receive an email with a link to confirm the review. In addition, this email also contains a link through which he can change the review. Should the customer no longer have the confirmation email, a new link to change the review can be requested from the mediation service.
What options do I have if no agreement can be reached?
In the event that you do not succeed in reaching an agreement yourself, the mediation process of EXCELLENT.ORG is available to you. Here you have the opportunity to give unjustified or even insulting reviews in the mediation process and thus in the hands of our experienced mediation experts. The mediation staff will contact your dissatisfied client and try to reach an agreement of mutual interest. In addition, you have the opportunity for public comment. So, if the customer does not change his mind and refuses to change the review, then you can present your point of view in a public comment on the review. This will help you to clarify the situation and turn the negative review into a positive impression.
When does it make sense to act against a negative review?
In general, it always makes sense to contact the customer if he has given a negative review. Even if you do not succeed in transforming the negative into a positive review, you can learn from the problems and criticisms that have occurred. Even if the negative review is justified, you can get a positive reviews if you respond to and respond to the customer.