Thank You!
I hope you have found this tutorial to be helpful when replying to harsh or aggressive comments on your website. You can always turn negatives into positives.
If you have you have any comments or questions, please leave them below and I will answer you shortly.
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stephhill
Premium Plus
Hi Tim:
I think there are advantages and disadvantages to both dealing with customer service online and dealing with customer service in person. In person, it might be easier because the issue can be resolved perhaps more quickly, because when you are online, there is a timeline for which to handle things. That being said, I think it is easier online because that timeline - time in between replies - allows the parties to calm down and think logically before responding to something.
I cannot say enough how much I appreciate you taking the time to check out this tutorial.
Steph
I think there are advantages and disadvantages to both dealing with customer service online and dealing with customer service in person. In person, it might be easier because the issue can be resolved perhaps more quickly, because when you are online, there is a timeline for which to handle things. That being said, I think it is easier online because that timeline - time in between replies - allows the parties to calm down and think logically before responding to something.
I cannot say enough how much I appreciate you taking the time to check out this tutorial.
Steph
Dreamer56
Premium
The cool down period you mention could definitely help resolve the problem.
Thanks Steph
Thanks Steph
I've often times wondered as well how to deal with unhappy customers and this post is exactly what I was looking for. Thank you for sharing!
stephhill
Premium Plus
Hi James!
That is awesome to hear. I am glad this was very helpful to you.
Steph
That is awesome to hear. I am glad this was very helpful to you.
Steph
DanOIS
Premium
Well said.
I try to 'agree before differing' (where possible) when responding to negative comments.
Also, sometimes its important to remember the motives behind the people arriving through Site Comments - they are not representative of my target audience usually.
It is often clear they have skim read the article and made broad assumptions to cut down on reading time and rack up another 'comment'.
I try to 'agree before differing' (where possible) when responding to negative comments.
Also, sometimes its important to remember the motives behind the people arriving through Site Comments - they are not representative of my target audience usually.
It is often clear they have skim read the article and made broad assumptions to cut down on reading time and rack up another 'comment'.
