Sticks and Stones May Break Your Bones…But Words Can Hurt Your Reputation.

In an instant—whether they’ve told you or not, whether they’re crazy or sane, whether the situation was in or out of your control—one of your customers can share his or her opinion with millions of people just by writing a quick online review.

Does that scare you?

Never fear. Here’s a step-by-step guide to online customer service.

Step 1: Listen.
Step 2: Respond.

Seems simple enough, doesn’t it? Yet, according to a recent study by DemingHill, more than 58% of tweeters who have tweeted about a bad experience never received a response from the offending company.

It’s important to listen to what your consumers are saying, and to respond accordingly. Let the customer know, and everyone else viewing the comment, that their message is important to you. It’s your chance to turn a bad review into a good experience and generate positive word of mouth.

The Primm Company monitors the web for comments and posts regarding many of our clients so that a quick and tactful response can be given when appropriate.

In one situation, a customer posted a complaint on Twitter while sitting in the waiting room of one of our clients. After receiving a call from Primm, the president of the company went downstairs to remedy the situation. Hours later, the once unhappy customer was tweeting about her royal treatment.

Don’t sit quietly in the corner while people harm your reputation in plain sight. Take control of the situation, and use it to your advantage.

Call us at (757) 623-6234 to learn more about online customer service.

Additionally, we help clients strategize ways to build their collection of good online rankings and reviews—from putting QR codes on the front door to asking employees to verbally encourage happy customers before they leave.