How to deal with customer complaints?

Start by understanding who your reviewers are and why they're writing their reviews. This will give you clarity, showing you how to respond. If they're unhappy, make things right. If they're misguided, share the facts. If they're abusive, monitor but do not engage with their complaints.

Common ways to handle customer complaints?

Common approaches include: Apologizing and owning mistakes, take the conversation offline, look for a win/win solution to the customer's problem. While these are common approaches to customer complaints, they're not always the best.

What are the 5 steps to handling a customer complaint?

Here are several approaches you can take: Ask for more information. Gather intel from customers. Apologize and look for opportunities to make things right. Offer incentives to compensate customers for the loss of their time and money. Ask customers for feedback or updates to their review.

What is the best way to respond to a customer complaint?

Here are some actionable steps you can take to respond to your customer complaints. (1.) Listen to your reviewer, (2.) be transparent, (3.) cite your sources, (4.) be timely, (5.) watch your tone, (6.) offer next steps, (7.) escalate to management, (8.) apply the 80/20 rule.

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New Design for Your Testimonials Widget

November 7, 2014

Here’s a brand new design for your testimonials widgets. We wanted a fresher, more modern look, and tried many different options and colors. Here’s a sneak peak at the new and old designs:

New widget design:

New Widget Design

Old widget design:

Old Design

Implementing this new design ended up being more work than we thought! Even though we were really happy with the way the new designed turned out – we realized that there were a few considerations we needed to take into account:

We wanted to make sure it looks good with your website, and we don’t know what your website looks like!
We wanted to continue to allow you to apply your own custom CSS to customize the widget, and didn’t want to break any changes you may have made.
We wanted to provide many different color schemes

By default, nothing will change – the original style will continue to show on your site, unless you go into Testimonials Widget Settings and change to the “default” theme (see screenshot below). This ensures that there are no surprises for you, and you can take advantage of the new style when you are ready.

Testimonials Widget Settings

Customization Instructions

For full details on how to customize your testimonials widget, check out this User Guide post that Thomas put together.

Up Next:

We’re already hard at work on more cool features based on your feedback. We will be adding a “badge” only option, allowing you to choose how many testimonials show up on a page, and also a rotating testimonials widget that you can use.

Join us for our next customer webinar!

We are having a webinar for GetFiveStars customers on Monday November 10 at 2pm Pacific / 5pm Eastern, to demo these new features and answer any questions you may have. We would also love to hear your feedback – tell us what you like or what we should improve!

We hope to see you there.
Don, Mike, Thomas, and your friendly GetFiveStars team

Update: Webinar Recording Posted

The webinar was packed and we had tons of great questions too. If you missed the webinar, we’ve posted the recording here.

Don Campbell

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