Ding! 🔔 Have you just received a negative review, are you the victim of an online criticism? Instead of rushing to your keyboard to write a real pamphlet, why not switch to the gentle method? The team We Are COM gives you his secrets for staying calm and responding as accurately as possible to this annoying customer. ???? Here are 10 tips for changing a penalty into a bonus.
#1 – Breathe, everything will be okay
The golden rule when it comes to negative feedback is to not above all, but above all never react in the heat of the moment. So, take a breath and think instead of letting anger and impulse dictate your response.
The team's tip : Go make yourself a nice cup of coffee or a soothing herbal tea and take some time to unwind to avoid any regrettable answers. ☕️
#2 – Read between the lines
Okay, are you relaxed? It's time to reread the famous comment carefully. Believe us, behind any criticism, there may be a real problem and why not a constructive feedback. Is this a legitimate criticism or a personal attack? It is by carefully rereading the comment when you are calm that you will be able to respond as accurately as possible.
The team's tip : Is this a justified criticism? Bingo! You now have the power to improve what needs to be improved. Let's get to work! 💪
#3 – Start by coaxing
Let's start with the positive. Even if the comment in question is poisonous, it's always smarter to start with a little positive. Why not thank him for his return, before getting more squeaky? This primer will demonstrate your listening,Internet users will feel like their opinion matters to you.
The team's tip : To clear a vibe Nice, nothing is more effective than highlighting a positive aspect of the comment. Thank an Internet user for their feedback for: the time spent, the attention to detail, their honesty… In short, develop a supplement with what you have on hand.
#4 – A fault assumed is half forgiven
The almost expression speaks the truth. Nobody is perfect, and neither are brands.. So if you made a mistake, take responsibility and be transparent. 🙏 Remember, authenticity inspires trust and imbues your brand with humanity.
The team's tip : Why not defuse the situation with humor? Oops, it's true that sometimes we have two left hands. "," I promise, we didn't do it on purpose. "," we get back to work immediately "...
#5 – Don’t get upset, stay elegant
A comment, no matter how annoying or hurtful, is just a comment. Resist the urge to get upset at all costs! Professionalism means knowing how to remain polite in all circumstances. Also, know that it is entirely possible to be virulent while remaining elegant. 😉
The team's tip : Imagine yourself face to face. How would you phrase your response? Sometimes it is easier to remain polite by visualizing a physical situation, than behind a computer screen.
#6 – Action, reaction!
Who appreciates vague answers and vague promises? Nobody! Offer a concrete solution to the angry Internet user. If you don't find any, invite him to continue the discussion in private for personalized support.
The team's tip : Tell yourself that you are not doing it for the author of the comment, but for all the other Internet users who will read your response. Showing that you are taking matters into your own hands is sending an extremely positive message!
#7 – Lightness, but in the right measure
Use kind humor, without ever resorting to mockery. A bit of humor can be useful in getting a message across. without making things worse or annoying the unhappy customer. It's all about dosage, remember that your lightness must serve the situation.
The team's tip : The best ally of the gentle joke is the emoji! For example, if one of you decided to attack this article, we could be gently surprised: " Ah, you think this article lacked punch. (I.e. …? We’re going back to training to be more impactful! »
#8 – The booster shot
???? Most often, a review is about a product or service, not the brand itself. Also, This is an opportunity to reaffirm your values, to remind the Internet user of your brand's priorities and commitments. Mention your commitment to listening, trust, respect, quality, etc.
The team's tip : Why not take the opportunity to highlight your teams and their constant efforts to improve the customer experience? It is both rewarding for theinternal and reassuring for the public who will be more likely to humanize your brand.
#9 – Should I pass?
A baseless comment, disrespectful remarks, a pure and simple troll… Some criticisms do not deserve a response, you have to accept to pass your turn. In these very specific cases, dialogue can be counterproductive and even compromise the brand image. Is the comment insulting or defamatory? You have the possibility to report it.
The team's tip : If a troll becomes insistent and you find it difficult to ignore, your best bet is to post a single, professional response to stay on top of the situation.
#10 – From bad buzz… to good buzz!
What if you transformed your penalty Bonus? Constructive criticism can be beneficial to your brand, so speak publicly about the efforts made and the improvements made. Put in place a proof of concept communication that will show that you are capable of evolving. A brand that listens to its customers inspires confidence and most often attracts new customers.
The team's tip : It is possible to use negative feedback to develop a great story. (I.e. Switch to mode storytelling by telling how your customers push you to improve every day.
Crisis COM: how to stay calm when faced with online criticism?
Ding! 🔔 Have you just received a negative review, are you the victim of an online criticism? Instead of rushing to your keyboard to write a real pamphlet, why not switch to the gentle method? The team We Are COM gives you his secrets for staying calm and responding as accurately as possible to this annoying customer. ???? Here are 10 tips for changing a penalty into a bonus.
#1 – Breathe, everything will be okay
The golden rule when it comes to negative feedback is to not above all, but above all never react in the heat of the moment. So, take a breath and think instead of letting anger and impulse dictate your response.
The team's tip : Go make yourself a nice cup of coffee or a soothing herbal tea and take some time to unwind to avoid any regrettable answers. ☕️
#2 – Read between the lines
Okay, are you relaxed? It's time to reread the famous comment carefully. Believe us, behind any criticism, there may be a real problem and why not a constructive feedback. Is this a legitimate criticism or a personal attack? It is by carefully rereading the comment when you are calm that you will be able to respond as accurately as possible.
The team's tip : Is this a justified criticism? Bingo! You now have the power to improve what needs to be improved. Let's get to work! 💪
#3 – Start by coaxing
Let's start with the positive. Even if the comment in question is poisonous, it's always smarter to start with a little positive. Why not thank him for his return, before getting more squeaky? This primer will demonstrate your listening,Internet users will feel like their opinion matters to you.
The team's tip : To clear a vibe Nice, nothing is more effective than highlighting a positive aspect of the comment. Thank an Internet user for their feedback for: the time spent, the attention to detail, their honesty… In short, develop a supplement with what you have on hand.
#4 – A fault assumed is half forgiven
The almost expression speaks the truth. Nobody is perfect, and neither are brands.. So if you made a mistake, take responsibility and be transparent. 🙏 Remember, authenticity inspires trust and imbues your brand with humanity.
The team's tip : Why not defuse the situation with humor? Oops, it's true that sometimes we have two left hands. "," I promise, we didn't do it on purpose. "," we get back to work immediately "...
#5 – Don’t get upset, stay elegant
A comment, no matter how annoying or hurtful, is just a comment. Resist the urge to get upset at all costs! Professionalism means knowing how to remain polite in all circumstances. Also, know that it is entirely possible to be virulent while remaining elegant. 😉
The team's tip : Imagine yourself face to face. How would you phrase your response? Sometimes it is easier to remain polite by visualizing a physical situation, than behind a computer screen.
#6 – Action, reaction!
Who appreciates vague answers and vague promises? Nobody! Offer a concrete solution to the angry Internet user. If you don't find any, invite him to continue the discussion in private for personalized support.
The team's tip : Tell yourself that you are not doing it for the author of the comment, but for all the other Internet users who will read your response. Showing that you are taking matters into your own hands is sending an extremely positive message!
#7 – Lightness, but in the right measure
Use kind humor, without ever resorting to mockery. A bit of humor can be useful in getting a message across. without making things worse or annoying the unhappy customer. It's all about dosage, remember that your lightness must serve the situation.
The team's tip : The best ally of the gentle joke is the emoji! For example, if one of you decided to attack this article, we could be gently surprised: " Ah, you think this article lacked punch. (I.e. …? We’re going back to training to be more impactful! »
#8 – The booster shot
???? Most often, a review is about a product or service, not the brand itself. Also, This is an opportunity to reaffirm your values, to remind the Internet user of your brand's priorities and commitments. Mention your commitment to listening, trust, respect, quality, etc.
The team's tip : Why not take the opportunity to highlight your teams and their constant efforts to improve the customer experience? It is both rewarding for theinternal and reassuring for the public who will be more likely to humanize your brand.
#9 – Should I pass?
A baseless comment, disrespectful remarks, a pure and simple troll… Some criticisms do not deserve a response, you have to accept to pass your turn. In these very specific cases, dialogue can be counterproductive and even compromise the brand image. Is the comment insulting or defamatory? You have the possibility to report it.
The team's tip : If a troll becomes insistent and you find it difficult to ignore, your best bet is to post a single, professional response to stay on top of the situation.
#10 – From bad buzz… to good buzz!
What if you transformed your penalty Bonus? Constructive criticism can be beneficial to your brand, so speak publicly about the efforts made and the improvements made. Put in place a proof of concept communication that will show that you are capable of evolving. A brand that listens to its customers inspires confidence and most often attracts new customers.
The team's tip : It is possible to use negative feedback to develop a great story. (I.e. Switch to mode storytelling by telling how your customers push you to improve every day.
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