In this article, you'll learn the difference between an unhappy customer and feedback and how to respond to both
It happens. Sometimes things go wrong and other times, customers just like to complain. Either way, it's super important that unhappy customers are identified before they spread bad word of mouth. It's also a great opportunity to reflect on how you could do things better.
The difference between unhappy and feedback
Responding to negative feedback
Responding to unhappy customers
The difference between unhappy customers and feedback
If your customer indicates they had a bad experience by clicking thumbs down, they will be asked to leave feedback on their experience through our service recovery platform.
If the customer doesn't give feedback, they will be marked as 'unhappy'.
If the customer takes the time to explain what they weren't pleased with, their status will change to 'feedback given'.
How to find negative feedback
If your customer has taken time to explain what wasn't quite right, we'll send you an email to let you know you have feedback. Learn how to check and update your notification email in this article.
We'll also show you have new 'issues identified' on the top right of your dashboard or you can follow these instructions to check your feedback.
-
Login to your betterbunch account
-
Head to the Feedback page on the left menu of your dashboard
Responding to negative feedback
It's really important that you take the time to respond to negative feedback. Not only does it show the customer you care, but it can be a great learning opportunity, helps reduce the spread of bad word of mouth and may even turn the customer into a promotor.
Follow these steps to learn how to respond to negative feedback.
-
Login to your betterbunch account
-
Head to the Feedback page on the left menu of your dashboard
- Click the Name of the customer you'd like to respond to
- Take the time to do your homework. Read the feedback comment and decide how you're going to approach the situation
- Reach out to the customer by phone or send them an email from your email account or software
- Hot tip: To help keep track of your feedback, mark the review as unread, read, working or closed in the top right corner.
You can also make any internal notes such as "Sophie has called to explain their invoice and turned their frown upside down"
How to view unhappy customers
If your customer has indicated they were unhappy by clicking thumbs down but hasn't taken the time to leave feedback, they will appear on your dashboard as 'issues identified' in the top right corner.
Responding to unhappy customers
Every business is different. You may choose to ignore your unhappy customer (although we don't recommend it), or you may decide to reach out to them to ask for feedback on what you could do better next time.
If you decide to get in touch, you can find who was unhappy and their contact information like this:
-
Login to your betterbunch account
-
Click issues identified on the top right of your dashboard
- Click the Name of the recent customer you'd like to respond to
- You'll find yourself on the invitation page where you can view their contact details
- Craft your response and reach out when you're ready