Black Friday E-Commerce Academy:

Comprehensive analysis of negative reviews, including the content of the negative reviews, the customer’s order, the address information of the customer who left the review, and the history of the customer’s review record Wait,

Through these analyses, we can roughly know whether customers' dissatisfaction with the product is caused by poor product quality and customer service, or whether it is a malicious negative review left by a competitor.

When

Negative review time

Where

Customer’s address information

Who

Who is the customer? The history of the customer leaves evaluation records

What

What is the content of the negative review

Why

Why do customers Leave a negative review? Is it due to poor product quality or customer service, or is it caused by malicious competition?

How to do

First, check whether loopholes and violations of Amazon can be found in the reviews. Policy content, file a complaint with Amazon and apply for Amazon's assistance in removing the negative review. If this fails, take the following steps:

1. Regardless of why the customer left a negative review, first send a sincere letter to the customer Apology letter and a product;

2. Analyze the reasons why the customer gave negative reviews and propose solutions to the problem;

3. After the problem is solved, continue to send a letter to the customer The apology letter also expresses the hope of making friends with the customer;

4. The last step is to accidentally reveal whether the negative review can be changed to a positive review while chatting with the customer.

Of course, this is the most perfect result. When we encounter negative reviews, we are not able to solve them every time. For example, the customer does not reply to the message; the customer refuses to change the negative review, etc.

Sometimes we don’t have to pursue the perfect 5.0. A product certainly cannot fully meet everyone’s needs. An insignificant negative review may increase the credibility and purchase volume of the product.

When faced with negative reviews, we must constantly improve our products and improve customer service levels. Eliminating negative reviews is always a temporary solution, and solving negative reviews from the source is the right approach.