Handling Online Feedback, Reviews and Dissatisfaction

A good reputation is vital for a company. The Internet now is popular platform for the customer to express their dissatisfaction. Nowadays, there are many customers researching a business online, a bad online review or feedback can be some serious damage towards a company's reputation. Therefore, dealing with online review is very important.

So, when you receive a bad online review, there is a tips to guide you what not to do and what to do.

What Not To Do When Receive a Bad Online Review

• Do nothing and ignore the post
• Argue with the reviewer
• Deny the problem exists

What To Do When Receive a Bad Online Review

• Apologize in good manner
• Reply timely as soon as you could
• Provide solution to solve their dissatisfaction
• Reasonable compensation based on the situation if needed

Now, lets take a look on a real life example of how to handle online review.

The image above shows that a customer posted a feedback in Chinese on his own Facebook profile and was re-posted by another people on Nando's Facebook page. The post is talking about one of the Nando's restaurant in Malaysia was reserved for the Muslim breaking fast on the dining time and the Chinese can only enter the restaurant after 8pm. This review has bring up the racist issue from Nando's.

Regarding this dissatisfaction from their customers, Nando's has made a quick response. In the post, Nando's thanks the reviewer bring up the issue to them and state there is no race discrimination in Nando's. Nando's clearly explain that how the restaurant reservation work and the reservation is for all customers. They apologize as well.