By addressing the underlying causes

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Bad/rude customer service 65% of review writers have written negative reviews due to bad or rude customer service, making this scenario the dominant cause of negative online sentiment and low ratings. Unfortunately, if your worst reviews fall into this category, it may require structural rather than simple fixes. Every business scenario is different, but here are eight key questions to ask to help you determine the root causes of customers feeling poorly treated at a place of business: Has every member of my public-facing staff received adequate training in company products, services and policies? Are ongoing training sessions part of our program so that skills can be developed and improved? Has every member of my staff



received training in complaint identification and resolution so that problems uk phone number list are resolved at the time of service, rather than ending up online? Is every member of my staff trusted and empowered to use their own initiative and creativity to relieve customer pain, and do they know the correct hierarchy of escalation for problems beyond their direct control? Does every member of my staff earn a living wage, enabling them to bring resources of inner stability and happiness to the workplace? Does every member of leadership role model company values to be emulated by employees? Is a formal DEI council or policy in place to ensure that all staff and customers receive equal consideration, treatment, and service? Has a policy of customer rights been created by the business, and is it adequately distributed to both the staff and the public? If any of the answers you gave to the above questions is a “no”, then you have identified a possible cause of negative reviewers feeling that they have been treated poorly or rudely.


of staff failing to convey professionalism, respect and happiness to customers, you will be fixing serious structural problems in your organization. When solutions are implemented, new higher ratings and better reviews should begin to outweigh negative ones over time. For a more in-depth look at the complete customer service ecosystem, return to chapter four of the Essential Local SEO Strategy Guide. Bad products Planned obsolescence (manufacturing products that are intended to break) is making headlines and being outlawed in different places around the world, and it’s clear that paying good money for bad products is a sting keenly felt by consumers.