Good bad review management methods, bad review appeal skills

A few days ago, the "Administrative Measures for "Good and Bad Evaluations" of Government Services in Guangdong Province (Trial) (hereinafter referred to as the "Measures") was released. Government service recipients (hereinafter referred to as "evaluators") may evaluate the service quality of government service institutions, platforms, and staff.

The scope of application of "good and bad reviews" includes the list of government service items and the government service items listed in the catalogue of "immediately, online, nearby, and one-time" examination and approval services, and the evaluation objects are provincial, municipal, county (district), town (street), and village (community) five-level government service institutions, platforms and staff.

The specific content includes service management, service process, service efficiency, service convenience, convenience of government service platform, and service attitude and service level of staff. It is divided into five levels: "very satisfied", "satisfied", "basically satisfied", "dissatisfied" and "very dissatisfied".

Regardless of whether the evaluator is online or offline, he or she can make an evaluation after receiving one service. In terms of online, evaluators can "evaluate and score immediately" after handling affairs on the "Guangdong Provincial Affairs" or Guangdong Government Service Network; Offline evaluation channels include physical government service halls, service points, self-service terminals and 12345****.

"Good and bad reviews" implements a real-name evaluation. The Measures make it clear that the competent departments of government affairs services at all levels and government service institutions shall strictly protect the information of evaluators, and shall not provide evaluator information to third parties without the consent of the parties.

The Provincial Government Service Data Management Bureau regularly reports the results of "good and bad reviews" of listed and provincial government service institutions at the local level, and releases them to the public through channels such as the Guangdong Government Service Network, mobile government service applications, and news**. Municipal government service data management bureaus at the local level and above are responsible for regularly reporting and publishing the results of "good and bad reviews" in their respective regions.

The best management method is to understand the law of his operation, and then implement standardized and scientific management measures in order to achieve the desired effect.

The tips for appealing a bad review are as follows:

1. Find out the reason: After the bad review occurs, you must first find out what caused it, and you must not bother the buyer rashly. If the reason is wrong, then there is little hope.

2. Contact tools: **, **, **, the first choice to contact buyers**, remember. If the buyer doesn't accept **, then you have basically met a professional bad reviewer, so be ready to compensate.

3. Communication attitude: **When communicating, the attitude and tone must be good, move the buyer with sincerity, and persevere every day, unless it is a professional bad reviewer, this trick is very effective.

4. Communication skills: Whether buyers are willing to revise reviews also largely depends on your communication skills. Therefore, it is best to organize your thoughts and expressions carefully in advance, and it is also important to have a sudden change in the random response in the communication process.

5. Sincerity of communication: Do not make excuses for yourself when communicating, which will give the buyer the impression that the responsibility lies with the buyer and not with you, otherwise the buyer will reject you no matter how good the negotiation is.

6. Communication content: The main thing is to express your apologies, the preferential conditions for shopping again, the appropriate compensation for guessing, etc., which can be adjusted according to the actual situation and the state date, and you must show your generosity.

The above methods can basically deal with the vast majority of negative reviews, except for professional bad reviewers, of course. When communicating with buyers, you have to pull down your face, not only to save face, but also want the buyer to revise the review, then don't get your hopes up.

If you receive a bad review, you may want to resolve the issue through an appeal. Here are some tips for appealing a bad review:

First, read the review carefully and determine the reason for the review. The review may be the result of an error or misunderstanding, and if this is the case, you can explain it directly to the reviewer and request that the review be withdrawn.

If you believe that the review is unfair, you can contact the appropriate platform or service provider to appeal. You'll need to provide detailed information to support your claim, such as an order number, correspondence records, evidence that you have taken action to resolve the issue, and more.

When appealing, make sure your language is objective and professional. Instead of using offensive or emotional language, you should use facts and evidence to back up your grievance.

If you've already taken corrective action, such as offering an alternative or refund, this information may be helpful for your appeal. Stating that you've taken action and apologizing may help win the reviewer's sympathy and understanding.

Finally, be patient. Appeals may take some time to process, but if your appeal is well-founded, it will usually be resolved eventually.

3.Stand your ground: Objective evidence is strong, stand your ground. At the same time, pay attention to the politeness and politeness of the tone and attitude. If the other party is at fault, they should also show forgiveness and tolerance for their fault.

4.Reasonable requirements: Explain that the purpose of the appeal is to get a reasonable response and result, and put forward reasonable requirements with a false manuscript style, and avoid saying too harsh or too broad requirements.

If there are medium or bad reviews, the first thing to find out if there is a problem with yourself. Which aspect is not done well so that the buyer has given a bad review, communicate with the buyer in a timely manner, have a very good attitude, even if it is the other party's problem, you must express your sincerity as much as possible! The buyer is God.

For unreasonable bad reviews, most of them are for the sake of profit, want to defraud the seller's money, in this way, the communication is basically ineffective, and the money is to blame, so the seller can not compromise!! After all, now the bad reviews no longer affect the search ranking, and the bad reviews prove that the store's credit is more authentic.

Bad reviews are very inevitable, my shop sells cross-stitch, and there are a lot of bad reviews, and now I am too lazy to play, I don't make money, and I have to waste ** fees. If Want Want can't communicate well, I won't bother the buyer anymore, at most explain it under the evaluation.

First confirm whether the fault is really on your side, and if there is indeed something that is not in place, you must correct it and deal with the problem; On the other hand, it may be due to a misunderstanding that a bad review has been given, so it is necessary for the store to communicate and negotiate with the buyer and ask the buyer to modify the evaluation; If it's a malicious bad review, then go to the appeal, and the final killer feature is to find Tao Louis to professionally modify the bad review, and the effect is not bad.

Communicate with the buyer, negotiate, actively deal with after-sales problems for the buyer, and let the buyer modify the evaluation, but if it is a malicious evaluation that threatens to ask for compensation, do not compromise.

Find a team that deals with bad reviews

This is not easy to do, some people are very difficult to speak, call ** to talk about it.

When you encounter a merchant begging for a ruined spring review, you can respond with the following strategies:

1.Get straight to the point: First of all, you need to make your position and attitude clear to the merchant. Often, it's a good idea to make it clear that you think the review should be based on a real purchase and use experience, and not just because they've asked for it.

Example: Hello, I understand that you want me to give a good review to increase your business credibility. However, I believe that the review should be unbiased and objective, reflecting my real experience with the product and the level of service you provide. Fiber pie resistant"

2.Highlight the main points: Show that your attitude is not just rhetoric, your evaluation will be attributed to the quality of their products and service.

Example: If I'm satisfied with your products and services, I wouldn't hesitate to give a five-star review. I'm glad I chose your store and I'm looking forward to having a good experience after receiving the item. "

3.Segmentation: Sentence breaks and proper explanations can make your response easy to understand, polite and thoughtful.

Example: Also, if there are any areas for improvement, I will also make suggestions. Trust and transparency are equally important to me, and I hope that my reviews will help other consumers make decisions. "

4.Professional Advice: Finally, you can give some feedback or suggestions to merchants, such as how they can improve their products or services to increase their chances of getting good reviews.

Example: You can get more customer satisfaction by providing better products and more professional services, so that good reviews will naturally follow. I look forward to seeing how your store grows and grows in the future. "

If you are not satisfied with the quality of your product or service after shopping, consuming, or using a service, you can leave a negative review. Here are some suggestions to help you give a reasonable bad review:

1.Be objective and rational: When giving a bad review, make sure that your review is objective, truthful, and rational. Describe your specific problems and dissatisfaction with the product or service, and avoid using abusive or emotional language.

2.Provide details: To let other users know about your review, provide a detailed description, including the name, model, **, etc. of the product or service you purchased or used.

In addition, describe the problem you are experiencing and the communication process with the seller or service provider.

3.Make suggestions for improvement: When giving a bad review, you can also make suggestions for improvement to help the seller or service provider understand how to improve the product or service and increase user satisfaction.

5.Leave a bad review on the appropriate platform: Make sure you leave a bad review on the platform where you buy or use your product or service. This makes it easier for other users to find your review when they're looking at it.

6.Pay attention to personal privacy: When giving a bad review, be careful not to disclose too much personal information to avoid unnecessary trouble.

In short, when giving a bad review, please make sure that your review is objective, truthful, and rational, and provide detailed information and suggestions for improvement. This way, other users will be able to better understand your reviews and inform their purchase decisions. At the same time, it also provides opportunities for sellers or service providers to improve.