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Mullen Lowe...opinions/thoughts/ gripes/praise?
Has anyone else been feeling this way?
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I try to put myself first on behalf of the client, and then I explain that I am also a person and that strong criticism or insults are not needed to make me understand, that I am only a means to a solution and not part of the problem.
Keep silent, and do not fall into disputes with customers, they believe they are always right even when you show them that it is not so, do not waste your time and understand that the criticism is not directed at you but at poor management of the company in the that you work.
The customer might think they are being ignored if a company follows this course of action though. So it's important to bring it to the attention of the higher-ups in your company
Apologize for the situation the customer has been put in, but avoid saying that you made a mistake. This is for legal CYA reasons because otherwise it looks like an admission of guilt. Offer to do everything you can to rectify the situation. Do this by replying directly to the negative review... that way anyone who reads the review will also see your response... but reach out to them personally as well. Try to find a way to help them get what they want if it's within reason. If it isn't reasonable, you might just have to write it off. Chances are one negative review won't make that much of a difference in the grand scheme of things.
You should definitely ask your supervisor before taking any action, as a lot of companies have specialized associates that are trained to deal with this exact situation, and they wouldn't want someone to respond in a way that makes the company look bad. If they want you do deal with it, your best course of action is to publicly respond to their negative comment by saying that you understand their frustration over the issue. Then tell them what you can do to fix it, if there is anything. Maybe sending another product overnight is actually a good investment for your company if it's an internet influencer or something.
Avoid arguing with them; don't write anything that could come across as condescending; have three or four different people (including your supervisors) read your statement before you post it online. Seriously, I can't stress this enough: once something is posted on the internet, it will never go away. Especially if you want it to. So be very cautious not to sound guilty or rude