2 types of feedback messages; private and public
As a business owner, you will get feedback. Some will be good, others will be less positive. Either way it is important to always respond. In this short article, we will give some inspiration on how you can respond to feedback.
In general, there are 2 types of messages and feedback, the private and the public ones. For private ones, it is a good idea to set up an automatic “Thank you, we will get back as very soon as possible” response to buy you some extra time, and at the same time manage expectations. For public messages and feedback, you will also find some hands-on examples to help you prepare templates, so it is easy and quick to reply when needed.
Private
- Only your company can see it
- Direct messages
Public
- Everybody can see it
- Company reviews
- Post on page
- Comment on post
- Post on third party page with your company name tag
Response Templates for public messages
Positive messages
Example: Thank you for your great service!
Custom response:
Dear *customer name*, thank you for reaching out to us. We are thrilled you enjoy your experience. We are working hard to put customer satisfaction as our priority, so thank you for your kind words.
We look forward to seeing you again, *name* (OR Your *company name*Team)
Positive messages
Example: I would like to have your price list
Custom response to a potential new customer.
Negative messages
Example: My product is not working, could you help me?
Custom response:
Dear *customer name*, thank you for reaching out to us. We are sorry to read about your experience. Customer satisfaction is a high priority for us. Please share your contact details through direct message and we will contact you shortly to find a solution.
We would love to make things right. Thank you,
*Name* (OR Your *company name* Team)
Negative emotional (crisis)
Example: I am very disappointed with your product and services, I will never work with CCV again, etc
Custom response:
Dear *customer name*, thank you for reaching out to us. We are sorry to read about your bad experience. Customer satisfaction is a high priority for us. If you can spare a minute to give us more detailed feedback on your experience, please share your contact details through direct message. We would sincerely appreciate it.We would love to make things right. Thank you,
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