Response to a complaint in the book of reviews and suggestions
» » 5/5 (7) Each of us, being a consumer of various goods and services, dreams of good service and purchasing high-quality goods. In life, we often have to face realities that are completely opposite to our dreams.
Low quality products, disgusting service, incorrect treatment of customers - this is just a small list of what none of us are immune from.
Whatever services the organization provides, it must have a “Book of Complaints and Suggestions.” This document allows you to maintain close communication between the client and the supplier of services and goods.
Many consumers ask themselves the question of the appropriateness of this document. If it is so important, then how to write a review or complaint correctly so that it has real results?
What is customary to write in this book? The main types of records presented in the document are:
- good reviews and words of gratitude.
- complaints and complaints;
- various tips and suggestions for improving the quality of service and product;
It’s not worth saying that a client can leave only good or only bad feedback. Sometimes a record consists, for example, of a complaint and a suggestion.
If you look at several of these books, you can conclude that in most cases, clients do write down some negative comments.
People complain about poor service, low-quality products, unsanitary conditions, etc. Also, among the various entries you can find many suggestions and advice related to the goods and services offered to customers.
Response to a justified consumer complaint
How exactly the response to a customer complaint is drafted is not particularly important. Moreover, no one established any specific form.
It is advisable, despite the essence of the entry, to thank the client for his attention to the work of the organization, company, individual entrepreneur, etc. After all, in this way he helps to improve the quality of services and goods.
Next, in your answer, specify exactly what measures were taken to eliminate negative aspects in the organization’s work.
The result may be an apology for poor service or low-quality goods, which forced the client to leave a corresponding entry in the “Book of Complaints and Suggestions.”
We offer you the following example of a response to a customer complaint:
Rules for working with reviews
Reviews of establishments are what allow Zoon to be a useful resource.
By giving our partners the opportunity to independently work with customer reviews, we try to maintain objectivity as much as possible. By using your Personal Account and responding to every review, you can significantly increase the attendance of your establishment, because it is important for everyone that their comments do not go unheard.
We ask for your understanding that we do not delete negative reviews just because a partner has chosen a paid option for posting information. It is much more productive to find the reason for this review, understand it and make sure that this does not happen again in the future.
And a comment about a positive resolution of the problem that has arisen is one of the most important tools for promoting your company on the Internet.
The number of positive reviews is entirely in your hands, because you can always ask a satisfied client to leave such a review on Zoon. The portal administration does not delete any reviews, except those that: contain information that violates the prohibitions established by current legislation; have obvious signs of custom (advertising); written from the mass IP of organizations writing reviews, or from the same computer, but under different names; violate the norms of decency and civilized communication: profanity, foul language, direct personal insults; do not contain information related to the organization’s work with their clients,
Examples of responses to gratitude in the guest book
— — If you have a client who understands the intricacies of the matter and can notice new accents, focus or emphasis on any previously unnoticed elements, then he can be happy to demonstrate his knowledge by writing a review. A manager who responds to positive feedback about the company is an example of a leader who cares about fulfilling today’s main marketing tasks: promoting the company in the market and strengthening relationships with customers.
Many firms have realized the benefits that come from positive campaign feedback, exemplified by the pursuit of it in any way possible.
They are willing to pay money to someone who has a solid opinion about the work of the organization or the product being sold.
This approach helps to collect opinions at the initial stage, but if the actual work does not correspond to the purchased review, then the opinions of dissatisfied customers will not be long in coming. And one negative review carries tens of times more weight than one positive one.
Some managers require their employees to ask satisfied customers for feedback on their work. The downside is that such responses are usually neutral.
They don't serve the purpose of promoting a business, and they don't inspire those who read. Perhaps, receiving the most effective reviews is facilitated by solving non-trivial problems faced by the company’s employees, which are often not included in the list of their services, as was the case with the confectionery shop. A normal person will naturally have a feeling of gratitude, which can result in positive feedback.
Types of reviews
We have identified four types of positive reviews.
- Uninformative, emotionless reviews . These are reviews consisting of standard phrases of gratitude: “Thank you, I liked everything,” “Thank you. I’ll come to you again,” “Everything is fine. I recommend the establishment."
- Informational and descriptive reviews . These are reviews in which customers describe their visit in detail and explain what they liked. For example, “The work of the manicurist Oksana was done perfectly. She is highly qualified, she works only with high-quality materials and draws designs on nails perfectly. The salon offers the highest service and individual approach to each client, which is very pleasant. I want to come back again."
- Emotional reviews . These are reviews with pronounced emotions and minimal specifics. Reading them, one gets the feeling that the client is generally incredibly happy with the service, but what exactly is not clear. For example, “Oh, how I liked your place!!!! This is some kind of unrealistic drawing!!! I have so much joy. Thank you, thank you, I will definitely come again and recommend you to my friends!”
- Mixed reviews . Such reviews are a symbiosis of the second and third types with minor comments. In them, the client describes his visit emotionally and reasonably, but also draws management’s attention to small disadvantages. For example, “Oh, how I liked your place!!!! And the work of manicurist Oksana was done perfectly. It’s great that the artist is highly qualified, and besides, she perfectly draws the design on her fingers. I have so much joy! The salon offers the highest service and individual approach to each client, which is very pleasant. The only thing was that there was a small chip on the coffee mug. But this is not a reason not to come to you again. See you!"
Therefore, when receiving a positive review about your company, you should first determine what type it is. This will help when writing a thank you response to the client.
For statistics and understanding, let us add that you are not the only one who finds it difficult to respond to praise. On our website, 93% of positive reviews remained unanswered. If one of the readers of this article begins to answer them, this is already a huge step in the right direction.
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"Hello! And thank you for your feedback. Come see us again” – this is what 90% of responses to positive reviews look like.
They all lack the main thing - confirmation of one of the thoughts of the review author with a specific fact. When clients write about you, they praise something specific. They may praise the craftsmen, note the polite staff, or write that your place is very cozy.
Each written thought is your “hook”, which needs to be confirmed with a specific fact. Your customers provide a great opportunity to tell a little more about yourself and attract the attention of others.
Response to customer gratitude
Letter #1: Dear Ivan Ivanovich, We are very pleased that you received excellent service from one of our employees. We strive to hire friendly, knowledgeable employees and hope that all of our customers have had the same positive experience as yours. I have forwarded a copy of your letter to the employee who was so kind to you. I'm sure he'll be impressed that his efforts were appreciated.
Thank you for taking the time to share your opinion about our store. Please accept this discount coupon. This is just a small thank you for your loyalty. Sincerely, Petr Petrov Letter #2: Dear Ivan Ivanovich, One of the main goals of our company is to provide the best service. There's nothing more satisfying than hearing that our employees interact with customers with respect.
Thank you for taking the time to tell us about your experience at the Delopis.ru store. Sincerely, Petr Petrov Letter #3: Dear Ivan Ivanovich, It is always nice to hear that one of our customers received excellent service in the store. We are pleased that our staff member was friendly and polite and that you enjoyed your visit. Thank you for taking the time to let us know about your experience. We hope to see you again soon. Best regards, Petr Petrov Source: Which one should you stick with?
The second option is more suitable for a letter from an organization, while a letter of gratitude to the organization for the assistance provided personally from the specified citizen will be much better received if it is drawn up according to the first tip. Typing the text on a computer is optional.
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How to respond to gratitude
— — When I need medical help, I only go to Dr. Alekberzadeh.
Responsiveness and professionalism - this is Dr. Aftandil Vagif oglu.
I would also like to note the good atmosphere in the medical center.
You can make an appointment by phone or in the center - very friendly attitude. With gratitude, Tatyana Petrovna Zasko. Answer: Good afternoon, dear Tatyana Petrovna. We are sincerely grateful to you for your feedback and such nice words addressed to our specialist. Aftandil Vagif ogly is a truly excellent doctor and one of the leading specialists of our clinic.
We will definitely convey personal gratitude to him, this is the best assessment for each of us.
We wish you and your loved ones good health and good luck in all your endeavors! Sincerely, administration of the XXX medical center.
Review: Gavrilova Tatyana. all night, my tooth hurt badly, I came to the clinic in the morning, the tooth continued to hurt, Margarita Sergeevna, golden hands, thank you very much, I was always afraid to treat my teeth, but now, thanks to Margarita Sergeevna, I’m no longer afraid to go to the dentist, thank you!
Answer: Hello, dear Tatyana! Thank you for your feedback and for choosing our clinic. Margarita Sergeevna is a wonderful doctor and a true professional with invaluable experience.
We will definitely convey your gratitude to her. Info It all depends on the context.
If this is friendly communication on social networks, then you can use a suitable emoticon or choose a funny picture.
Of course, it is important to consider the age of the person you are communicating with.
Review book: good examples, a sample of gratitude (positive opinion) in a document on complaints and suggestions, as well as waiting for a response
» » Contents The book of reviews and suggestions is necessary in trade and catering establishments. Its availability is regulated by the Law “On Consumer Rights”, so the establishment does not have the right to conduct its business if the book is missing.
In addition, for successful business development, employees are required to listen to the opinions of customers, as this allows them to develop and attract new people. Dear readers! Our articles talk about typical ways to resolve legal issues, but each case is unique.
If you want to find out how to solve your particular problem, please contact the online consultant form on the right or call the following numbers: A special role should be given to complaints, to which, in the event of an inspection, Rospotrebnadzor pays the closest attention. The ability to correctly respond to shortcomings indicated by clients will improve work efficiency and help avoid possible problems with the law. In the book of reviews and suggestions you can find three types of entries:
- suggestions for improving work.
- thanks and positive feedback;
- complaints and indications of violations;
Some customer requests may consist of several blocks and combine two or even three types of records.
How to correctly write a response to a customer complaint in a book of reviews and suggestions? We provide samples and examples below.
How to compose your own text for a note
Start with a greeting using the customer's name, e.g.
- Hi Steve,
- Dear Steve
- Steve,
- Hello Steve,
Express your gratitude by clearly stating why you are sending the note, e.g.
- I hope this letter finds you well…
- Thank you so much for...
- I just wanted to send you a quick note to thank you for…
- I hope you'll accept this expression of thanks for…
Add some personal information
If you had a chance to communicate with your customer and they told you something personal, it would be great if you used this information in the note. This will show that you not only were thoughtful in your dialogue, but also remembered what the buyer told you.
- Congratulate your niece on her birthday from me.
- Take good care of your knee. Hope you're up and walking soon.
- I wish you a wonderful holiday in San Diego.
- Good luck working on your new project. I know you'll do great.
Repeat your gratitude and complete your message by adding your name.
- Best regards
- Kind regards
- All the best
- Best Wishes
- Sincerely
- Sincerely yours
- Cordially
- Yours truly
- Many thanks
- Respectfully
- Thanks again
- With gratitude
- Keep in touch
Try to focus on the “thank you” itself, and not on choosing a card or pen - as was the case for me for a long time
