How to Build Online Customer Reviews for Your Business

Feedback Word Cloud Screen Shows Opinion Evaluation And Surveys

Competition is tough, bad news spreads much faster than good news and most entrepreneurs try their luck online where it’s hard to stand out. How can one succeed in this tough market?

The old recipe of combining quality services with traditional marketing, search engine optimization and social marketing still works, but actually obtaining results takes a lot of time and effort or some customer reviews.

How Do Online Customer Reviews Help Businesses?

Nowadays, online reviews make or break businesses and it is easy to understand why. It is obvious that buyers will stay away from any business with bad reviews, but how do positive reviews help?

  • They draw potential buyers. Internet users are more likely to check out a business with a four- or five-star rating than one with no rating.
  • They turn prospects into buyers. When people read about other buyers’ positive experiences, they gain confidence in the business and the products or services it offers. The buying decision follows naturally.
  • They help improve the business’ position in the search results. Businesses with positive reviews are listed with priority by the search engines.

Otherwise put, good reviews guarantee quality products and services, they inspire buyer confidence and they consolidate a business’ position in search engine results pages (SERPs). Businesses with poor reviews or no reviews will either go unnoticed or be ignored by their target customers.

Now that the value of positive reviews is clear, the most important question is how to obtain them.

Three Steps to Obtain Positive Reviews

Getting customer reviews isn’t hard, but it is hard work. You are most likely already doing a lot of the work, so you’ll just have to make small changes to see big results.

Customer Reviews Blog 2

1. Ensure Customer Satisfaction

Positive reviews are obtained from satisfied customers, so the first thing every business needs is a few satisfied customers. The funny thing is that satisfied customers are far less likely to post reviews than unsatisfied ones.

This is why it is important to identify not only satisfied customers, but unsatisfied ones as well. This could be accomplished through periodical online and phone surveys. The results will reveal what aspects of the business need to be improved and can be used to counteract client dissatisfaction.

Finding the Best Review Websites

With so many review websites out there, covering all would be impossible and ineffective. It is better to identify the most important ones for each business and focus on them, at least in the beginning. How to identify them?

  • Company and Brand Name Search. It involves searching for the name of the company and of the brand online, with and without the words “review” and “reviews” in the search query. The purpose is to identify any existing reviews and their character. Websites with several reviews are a great starting point for anyone trying to build more reviews.
  • Non-Brand Keywords Search. Searching for keywords relevant to the business and its location online will reveal, among others, the most important review sites covering businesses in that field.
  • Industry Leaders and Competitors Search. The search should lead to websites hosting reviews of the competition. These, again, could be the starting point of any review-building campaign.

The results of these three searches can be compiled in a short list covering the review sites on the first positions in the search results for several queries, as well as the sites already hosting reviews of the business.

The next step is to drive customers toward those review sites, but, before that, it is important to make sure the company profile is up to date.

2. Get Customers to Post Reviews

Customer Reviews Blog 3

Because some review websites do not allow businesses to request reviews from their customers, the terms and conditions of each site should be reviewed. Assuming that the review site does not prohibit requesting reviews from customers, the next step is to get those reviews, and here are a few of ways to do it:

  • Creating a Webpage Linking to the Most Important Review Sites. The webpage can include links to the company’s profile on those review sites and a call to action, a message encouraging customers to check out the existing reviews on the company.
  • Including Links to the Review Sites in the Company Website and Email Signatures. The same message encouraging customers to check out the company’s reputation can be added on the company website and in the email signatures.
  • Handing Over Business Cards and Flyers. Make sure they include the URL of an important review site. Customers will most likely reach the site in search of reviews and end up leaving theirs.
  • Asking Clients. Clients can be asked to submit reviews by phone or email.

3. Turn Negatives Reviews into Positive Ones

Customer Reviews Blog 4

All businesses get negative reviews sooner or later. In fact, a business with lots of positive reviews and no negative reviews would look suspicious. The trick is to keep the number of negative reviews under control and use those reviews to improve the services or products offered.

Try to contact unsatisfied customers and address their issues. Sometimes the best and strongest advocates for a business’ service are unsatisfied customers who become satisfied after you’ve given them personal attention and solved their problem.

Customers will treasure a company that cares about their satisfaction, admits its faults and goes the extra mile to improve its services. What matters is to show commitment to client satisfaction and progress as far as the number of positive reviews vs. negative reviews is concerned.

 

5 Tips for Buying a Used Car [Infographic]

5-Tips-for-Buying-a-Used-Car

How to Respond Positively to Negative Feedback

Reposted from my column in the Portland Business Tribune.

Image courtesy of Stuart Miles | freedigitalphotos.net
Image courtesy of Stuart Miles | freedigitalphotos.net

If it hasn’t happened to you yet, you’re lucky—but at some point, your business will be criticized. The Internet is pretty much a free-for-all of customer reviews, complaints and commentary.

Business owners often struggle to find the right words to craft a decent response. And some just don’t respond at all, which can be a huge mistake. When it comes to negative feedback that’s posted online, keep in mind that how you handle it is visible to the world. Ignoring it won’t make it go away, and may even give off the perception that you don’t care about your customers.

If and when you do receive negative feedback, you can turn it into an opportunity to regain the trust and respect of that customer, and you could win over some new customers, as well.

Be polite
It’s natural to want to defend your business, your employees or your products and services, but resist the urge. The customer may be in the wrong, but saying so will not help your public image. Never place blame on the customer, and never respond in an emotional, accusatory manner. Instead, step back and take a breath. Consider how the customer feels, and think about what you’d want to hear if you were in his place. Maintain a professional, polite disposition, but be careful not to sound robotic—people want to see that you’re genuine and compassionate.

Keep it short
It’s usually best to keep your response brief. Acknowledge the customer’s feedback, and invite them to discuss it at length with you over the phone or at your place of business. Going into too much detail in your public response is akin to airing dirty laundry. Consider a simple “We’re so sorry you had that experience with our company. We invite you to call our customer service desk if you’d like to talk more about the specifics of the situation.” It can go a long way toward making the customer feel heard, encouraging a real dialog and showing others that you give proper attention to unhappy customers.

See it as a learning opportunity
When you’re feeling criticized or even attacked, it can be difficult to see the value behind someone’s not-so-pleasant feedback. However, consider this: There are companies that pay big money to survey real people for insight on how to better themselves, and you just got it for free! The comments your business receives online are a kind of customer research, and you can benefit from it. Make note of any suggestions or questions that are mentioned in the comments, and seriously consider whether you can use this feedback to better your business.

To quote Winston Churchill, “Criticism may not be agreeable, but it is necessary. It fulfils the same function as pain in the human body. It calls attention to an unhealthy state of things.”

Know when to walk away
You won’t be able to fix every problem and make everyone happy, and unfortunately, there are some people who derive pleasure from pushing your buttons. They don’t want your help; they just want to start an argument. On the Internet, this type of person is called a troll, and it is perfectly acceptable to ignore them.

How do you tell the difference between a real gripe and someone who just enjoys stirring the pot? Follow the steps above: Be polite, keep it short and try to find the value in the critique. If despite your best efforts they refuse to have a civil, productive discussion with you, it’s OK to let it go. Remember that everyone else will see how you handled the comments, and they’ll be impressed you kept your cool.

7 Ways to Research a Business Before Hiring Them

Image courtesy of Adamophoto | http://freerangestock.com/
Image courtesy of Adamophoto | freerangestock.com

Creating and launching a business website that looks completely legitimate takes about 30 minutes. But it takes less than five minutes for a consumer to get scammed by one of these rogue, “fly-by-night” websites that are here today and gone tomorrow—with your money.

Double-dealing “brick-and-mortar” businesses continue to exist as well, simply because most consumers aren’t sure how to begin researching a business before interacting with them.

Although the Internet harbors millions of scam artists who prey every day on unsuspecting consumers, the Web also provides portals through which anyone can perform a background check on virtually any business in the world.

7 Ways to Research a Business
  1. Search for a U.S. or Canadian business on Better Business Bureau’s website or call your local BBB. You’ll find a company’s rating (from A+ through F) along with a history of customer complaints. BBB also provides information about the services or products the business offers and whether government actions have ever been taken against the business. If the business is a BBB Accredited Business, that means the business has agreed to uphold BBB’s eight standards for trust.
  2. Contact your home or auto insurance agent for advice about directing to you dependable and professional businesses. Because insurance companies deal with a wide variety of commercial businesses, your agent may be able to help you discover whether a business is exceptional or substandard.
  3. Every U.S. business is regulated by the Federal Trade Commission, a government organization whose goal is to protect consumers from unfair trade practices and other unethical business activities. On the FTC website, you can search for news about a particular company relevant to your research. Likewise, the American Bar Association oversees law firms and attorneys, while the U.S. Securities & Exchange Commission standardizes financial entities.
  4. Search local, county and state civil and criminal court records for litigation cases containing the company’s name. Businesses that own property or have filed bankruptcy in the past may be included in country or state tax records if there is a lien against their property. Federal district and bankruptcy courts may also shed further light on the reputation of the business. In addition to running the company’s name through a search portal, checking the names of owners, co-owners and employees may also turn up interesting information pertinent to your research.
  5. Request a business credit/background report from Experian, Equifax, Dun & Bradstreet or LexisNexis. You will be charged a fee per report, but these are highly reputable services that are known to maintain accurate information on most businesses operating in the U.S.
  6. Don’t forget to check social media sites for potentially compelling information. LinkedIn, Facebook and Twitter may offer insights from other customers who have used the company. However, beware of review sites such as Yelp—what reviewers say about a business may be fueled by reasons more personal than business-related, which offers nothing helpful to your research. Take what’s said on those review sites with a grain of salt.
  7. If you don’t have the time or desire to do a comprehensive background search on a business, you can always hire a private detective or professional background check company that specializes in accessing lesser known databases and performing on-site investigations.
About Better Business Bureau
  • BBB is one of the best places to begin researching a business because of its easily navigable interface and the wealth of information provided by its database. In addition, businesses that are accredited by BBB and display BBB’s seal on their website or advertisements are favored by consumers over non-accredited businesses. In fact, 74% of consumers prefer to do business with BBB Accredited Businesses, as stated in a Roper survey.
  • A BBB Accredited Business maintains adherence to stringent BBB standards that include consistently applying ethical business practices to all facets of the company, protecting customer privacy, using honest advertising strategies and remaining as transparent as possible to customers.

Taking the time to research a business before hiring them may save you a lot of money, stress and time lost pursuing a potentially lost cause.

Why Every Small Business Should Use Google My Business

Small business owners know that marketing online is important. For many of them, this means setting up a few social media accounts and a website. But if you really want to reach your customers, you’ve got to go where they are: Google.

googlemybusinessAlmost 70% of online searches are conducted via Google, and one out of every five of those searches is regarding a business or place. That’s where Google My Business comes in. It’s a service that allows the physical location of your business to be found on Google Maps, letting customers track you down more easily. If you don’t have your business listed on Google My Business, you need to put this on the top of your “to do” list immediately. It’s one of the best things you can do to expand your customer base.

What Are the Benefits of Google My Business?

It’s the New Yellow Pages
Gone are the days when people reached for a phone book if they needed a specific service. Google My Business serves as the Yellow Pages today, especially for local businesses. Even if you don’t have a website, customers can search for your category (e.g. plumber, bakery, or photographer) and see a list of local businesses in that field.

You’re Easier to Find
When your business is listed with Google Maps, your exact address and location is given to customers. They don’t have to wade through the “contact us” section of a website or click through your Facebook profile to find out where you are. If customers are searching using their mobile device, Google Maps includes GPS navigation, providing turn-by-turn directions to your door.

It’s Free Advertising
What’s the only thing better than advertising for a small business? Free advertising! And that’s what you’re getting with Google My Business. Even if your small business does have a budget for advertising, it’s likely not large. Take advantage of everything you can, and advertise to customers in your area for no charge.

How to Sign Up and Have Your Business Listed on Google My Business

Making your business visible on Google My Business is simple. To start, you’ll need to have an account with Google or you’ll need to set one up. Once you’re signed in, go to google.com/mybusiness. Agree to some basic terms and conditions, and you’ll be taken to a form that lets you plug in basic information about your business such as name, phone number and category. You will need to actually verify that you have a place of business, but this is easily done by phone, text or through the mail. As a safeguard against scammers, no information you add here will be visible until you’ve actually verified your business.

Tips for How to Properly Use Google My Business

Now that you’ve signed up, here are a few tips to make sure you get the most out of your listing.

Use Keywords
Filling out the keywords and category section of your profile may be the most important step. Write a product description or a description of your business that’s appealing and describes what you do. However, don’t overdo it on the keywords, as that could actually cause your ranking to decrease dramatically.

Utilize Images and Videos
A business that is listed on Google My Business is allowed to add up to 10 images and five videos for no charge. Again, this is free advertising, so make the most of it! Include pictures of the outside of your establishment so visitors know exactly what they’re looking for when trying to find you.

Create a Google My Business Page for Every Location
If your business has multiple locations, creating one overall Google My Business listing isn’t going to do the job. Have a different listing for each location with its specific address and phone number. If your business serves multiple cities, create a single page and list those multiple cities in your description.

Encourage Customer Reviews
If you have satisfied customers, ask them to share their experiences and rate your services on Google My Business. It seems simple, but a better rating truly will attract more customers in a big way. Make sure you have genuine reviews, though. If you have reviews that Google thinks aren’t authentic, or it appears that you’re simply soliciting reviews for a higher rating, your listing could actually be pushed down.

Want to Open Your Own Business? Start Here

Image courtesy of Gratisography / Ryan McGuire | freerangestock.com
Image courtesy of Gratisography / Ryan McGuire | freerangestock.com

Reposted from my column in the Portland Business Tribune.

When you envision your dream job, you probably think about things such as the difference you’ll make in the world, what your office or store will look like, how much money you’ll make, how satisfied and accomplished you’ll feel at the end of each week.

I feel fairly confident in assuming that your vision does not include a boss. In your dream job, you’d be your own boss! You’d be an entrepreneur, living out the American Dream.

You’ve spent countless hours imagining it, so why not go for it? What holds most people back from taking the leap and starting their own business—manifesting their dream job—is uncertainty and fear.

The cold, hard truth is that about half of all new businesses don’t make it past five years, according to the Small Business Administration (SBA); only a third survive 10 years or more.

Yet small businesses are everywhere, the backbone of our communities. There are more than 340,000 small businesses in Oregon, according to the SBA. In spite of the possibility of failure, people are still trying. And when true entrepreneurs fail, they learn from it and try again.

There’s no question that owning your own business is risky. But with risk comes reward. To paraphrase French author André Gide, you can’t cross the ocean until you have the courage to lose sight of the shore.

The following guidance may help you get closer to turning your dream job into a reality.

Do what you know and love. Don’t start a business because you think you’ll get rich quick. A business built around your passion and talent is much more likely to succeed. If your heart isn’t in it, your chances of growing and being profitable are slim.

Make a business plan. This is your roadmap to success. Describe what makes you stand out from your competitors, who your target customers are and how you plan to market your business. A well written business plan will also support your request for funding from your bank or government programs.

Be wise with money. Save up as much as you can before launching your business, but you’ll likely still need financing. Check with the SBA to find resources and government-backed loans. If you’ll need retail or office space, location is important, but keep a budget in mind and try to negotiate on price. When you’re up and running, keep a detailed profit and loss statement, and always keep current on your loan payments, taxes and bills.

Stay in compliance. Find out from the IRS what business taxes you’ll need to pay. Check with the Washington Department of RevenueOregon Secretary of State or Alaska Department of Commerce to find out if you need to register your business with the state. A specialty license may also be required, depending on the type of work you’ll be doing.

Manage your reputation. It’s a given that potential customers or clients will search online for information about you and your business. According to research by ZenDesk, 88 percent of people have been influenced by an online review. Take a little time each day to work on your website and social media profiles, and respond to positive and negative comments in a professional manner. Delivering on your promises is essential, too. Build trust by doing what you say you’re going to do when you say you’re going to do it.

Don’t be afraid to make mistakes. Chances are you won’t get it exactly, perfectly right the first time. You will experience ups and downs, successes and failures. If your idea isn’t panning out, reflect on the mistakes you’ve made and what went wrong, and think about what you could have done differently. Don’t let your ego keep you from calling it quits when it’s appropriate. If it’s time to walk away, take time to regroup—and then try again.

Using the BBB Accreditation Review Extension in Google AdWords

Word of mouth has always been one of the most potent forms of advertising. Ever since businesses have been around, what customers thought of the service or product affected other people’s decisions. That’s never been more true than in today’s digital world. It’s been estimated that 88% of people now seek out online reviews when making a purchasing decision, and that they trust those reviews with the same confidence as they would the recommendation of a close friend.

adwords-logoIt’s an undeniable trend, and it’s important for you as a business to capitalize on it. That’s why Google jumped on board a few years ago and started allowing for the inclusion of third-party reviews in ads placed with their Google AdWords system. These reviews, which can only come from what Google calls “reputable sources,” can either be a direct quote or an overall summary of a review. Of course, you will need direct permission from the source to include their review in your ad. The only caveat here is that reviews from sites such as Yelp and TripAdvisor aren’t considered a “reliable” because anyone can post them at any time. To use a review in an extension like this, it must be from an established magazine, newspaper or website.

One of the most trusted business review organizations around is Better Business Bureau, so it makes sense that they are one of the leading partners in this program with Google. With the BBB rating extension, you can incorporate your verified rating directly into your Google ad. The extension adds text such as “A+ Accredited Business with Better Business Bureau,” letting potential customers know that you’re a reputable organization.

googleadwords

These review extensions give an advertisement a much higher click-through rate for several reasons. For one, they let the customer know they’ve found a business they can trust. In addition, a review-enabled ad gets better placement in online search because it simply contains more information. In fact, it’s guaranteed to be one of the top three spots.

Here’s how to set up your Google AdWords account to highlight your BBB Accreditation.

  1. Find the review you want to use. Google does consider a BBB rating a “reputable” site, so it’s a great place to start.
  2. Enable the option on your Google AdWords account. To do this, click on the “ad extension tab” that can be found at the top of the specific campaign you’re working on, and then click on “review extension option.” A box will pop up that contains reviews you already have, or a blank box with the option to add text.
  3. When you click on the blank box, you’ll have the choice of whether this is an exact quote or a summary of a review. You have a little less than 70 characters to use to describe your accreditation and the source.
  4. Fill out the “source URL” portion so Google can check the validity of the review. At this point, you can also choose what specific times (if any) you’d like your ad to be shown.

If you do decide to add this extension, here a few tips:

  • Don’t waste valuable space repeating your business name. That information is already just a line or two above.
  • Make sure you include an appropriate follow-through link to your rating so people can find even more positive reviews.
  • Don’t include specific years in your ad, as these can quickly look outdated.
  • Stay on top of your rating frequently. There are actually things you can do to improve your rating, such as providing BBB with your business’ background information and responding promptly to any complaints.

As a business owner, you know that online perception is important to the success of your business. You can try to tell people how great your business is, but it just sounds more believable when that information is coming from a third party. Adding your BBB Accreditation status and rating provides one more layer of trust and confidence—and gives the customer one more reason to click on your ad.

7 Tips for Writing Good Online Reviews [Infographic]

7-Tips-Infographic

Go to bbb.org to write a customer review today!

The Value of Customer Reviews

Image courtesy of Mister GC | FreeDigitalPhotos.net

Reposted from my column in the Portland Business Tribune.

When you shop online, how do you get reassurance that you will receive what you pay for?

When you peruse business directories or yellow pages, how do you narrow down your choices? Do you read any customer reviews before deciding to do business with someone?

Chances are that you do, which means your potential customers are also looking up your company’s reviews before choosing you.

I am borderline obsessive about researching a company before forking over my money. Better Business Bureau, Yelp, Facebook, Google — I examine the reviews on every site I can think of.

Nobody is perfect, and running a business can be tricky, so I’m not immediately deterred if I find a complaint or an unhappy review. Rather, I consider whether the company responded, and if they politely resolved the issue. I scan through the positive reviews and ask myself if they sound legitimate, keeping in mind that there may be unscrupulous companies who pay for compliments to boost their reputation. I put a lot of effort into finding a company I can trust.

While I admit that my methods could be a bit excessive, studies show that most people do read reviews. According to a 2013 survey by BrightLocal, 85 percent of consumers say they read online reviews for local businesses; this is up from 76 percent in 2012. The same survey also found that 73 percent of consumers say positive reviews make them trust a business more, which is up from 58 percent just one year prior.

I have no doubt that these numbers will continue to increase in the coming years. As a business, it is important to learn how to use customer reviews to your advantage.

First, understand why reviews are significant. Consumers can learn the basics about your services by looking at your website or advertisement, but reading testimonials and good reviews can compel consumers to actually consider doing business with you.

“Customer reviews provide credibility to my business,” says life coach Dave Shepp, owner of Beaverton-based Potential in Everyone. “People can read the information on my website describing my coaching methods and how I help people who are stuck, but only when they see my customer reviews do they know that I can talk the talk and walk the walk.”

“We get into many doors other competitors do not, simply because of our public review,” says Joseph Taylor, member of PDX Renovations LLC in Beavercreek.

Next, don’t be afraid to actively invite your satisfied customers to post a review. For example, a dentist’s office could include a notecard that says, “Please rate us at BBB.org,” along with the complimentary toothbrush and dental floss they give to patients. A hotel could have business cards at its front desk listing a few sites where guests could leave reviews. An online retailer could offer a discount on a future purchase to customers who post a positive review.

“Make sure you ask for the customer review from your client,” Shepp says. “They are generally more than willing to go on your site to leave a review about your service or product.”

Finally, display your reviews prominently on your website or even in your office. Because there are a multitude of review sites on the Internet, it could be nearly impossible for a potential customer to find every single one of your positive reviews. Make it easier for them by compiling a list of all the sites where you are reviewed and featuring it on your website; this will allow visitors to check out your complete online reputation with just one or two clicks. Consider printing out your favorite reviews to display on a bulletin board in your lobby or next to your register.

“We’re pretty confident in our reviews, so we are always happy a client or potential client does their homework,” Taylor says. “We feel with our reputation, it gives us a leg up on the competition.”

Customer reviews can drive your business to success. Are you making the most of them?


Remember to encourage your customers to submit a review at BBB.org about their positive experience with your company. And you can trust that BBB verifies each review before it is published.

5 Steps to Managing Complaints

Image courtesy of Stuart Miles | FreeDigitalPhotos.net

Reposted from my column in the Portland Business Tribune.

Let’s be honest: No one enjoys receiving a complaint.

However, as a business owner, managing negative feedback in a positive way is essential for growth and improvement. The poor handling of a customer’s grievance can be one of the easiest ways to destroy an otherwise impeccable reputation.

It would be simple to dismiss a complaint by saying, “You can’t please everyone,” or, “It’s just one customer.” But don’t make that mistake! Consider these facts:

  • For every customer who bothers to complain, 26 others have remained silent, according to the White House Office of Consumer Affairs.
  • Customers tell an average of nine people about good experiences, but tell 16 people about poor experiences, according to a 2011 American Express survey.
  • More than 90 percent of unhappy customers will not willingly do business with you again, according to Lee Resources.
  • However, nearly 95 percent of customers will give your business a second chance if you handle their complaint promptly and successfully, according to the Jim Moran Institute.

These statistics demonstrate that complaints — and how you handle them — do matter to your business.

A recording of a phone call with an internet provider recently went viral as a prime example of how not to treat a dissatisfied customer. So what is it you ought to do when your business receives a complaint?

1. Acknowledge

Perhaps most importantly, never ignore a complaint. Treat the customer with genuine respect and take the issue seriously. Empathy and a sincere willingness to listen will go a long way toward making the customer feel validated and appreciated.

It can be difficult to successfully resolve a complaint on social sites such as Twitter or Yelp; in those cases, direct the customer to a medium where you can help resolve the matter, such as your direct e-mail address or phone number.

2. Apologize

Say you’re sorry. This is not an admission of guilt — it is common courtesy, and it’s what every customer wants to hear.

If the customer is being unreasonable or rude, don’t respond in a demeaning or dismissive manner. Instead, remain calm and positive and don’t take the matter personally. Oftentimes, if you put yourself in the customer’s shoes, you’ll realize that you would be just as upset as he or she is.

After apologizing, refocus away from the emotions and get to the situation at hand by asking how you might help resolve the issue. Keep in mind that problems are opportunities to rebuild trust.

3. Analyze

Complaints often contain insight. Listen to the customer’s feedback and let him or her educate you. The customer should be part of the solution, not viewed as part of the problem.

Next, ask clarifying questions. Before you can resolve the complaint, you must understand exactly what went wrong and what the customer wants. If it’s not clear what he or she is seeking, involve the customer in your resolution decision-making through phrases such as, “What do you think would be fair?”

4. Act

Time is of the essence. An unhappy customer wants the problem to be fixed immediately, so responding to him or her with a resolution is a priority.

If it’s not possible to remedy the situation right away, explain the steps you will take and give the customer a timeframe.

On occasion, a customer may be in the wrong, or the problem is a result of his or her own misunderstanding. In those cases, politely inform or correct the customer without placing blame or criticizing. If you go about this graciously, the customer will be empowered by the knowledge you impart on him or her.

5. Appreciate

Invite the customer to verify that you have resolved the issue. Even if it is obvious that the situation has been corrected, the customer will appreciate the fact that you care enough to follow up.

Express your sincere appreciation to the customer for giving you the opportunity to understand and remedy the situation. This will ensure the interaction ends on a positive note.