So you fucked up and got negative feedback...
Tips on how to deal with negative customer feedback
Hey there,
So last week was tough. There was a lot of work - there always is, isn’t it - but also little to no feedback (those weeks!) and then at the end of the week, my , team and I got not so great feedback. Admittedly, we’re spoiled, most of what we push forward ends up providing at least some value, but in this case we were dealing with something entirely different.
We just had wrapped up a small project and when retrospecting on it, we certainly made a few mistakes in the process (nothing that I’d consider the end of the world, but more very valuable lessons learned), but the feedback we have gotten from one party just felt unfair, very painful and … like a personal attack.
How to deal with negative customer feedback
👉 How to Write an Apology Letter to Customers [Templates] by Hubspot
Top Takeaways: When I have to respond to a dissatisfied customer, I often rely on templates, simply because I don’t want to cause more trouble and make sure that I nail the answer. These templates by Hubspot are bullet proof IMO, highly recommend.
👉 How to Deal With a Difficult (or Angry) Customer: 16 Tips by Hubspot
Top Takeaways: Quite non-obvious recommendations on managing your own emotions, tackling the problem with the right mindset and so on, overall very hands-on and I found it very practical.
👉 How to Deal with Negative Customer Feedback When It Feels Personal by Kayako
Top Takeaways: This is really cool, because this post builds on a psychological framework, called “Explanatory Style” by Martin Seligman to help you and your team “evaluate” the feedback as rationally as possible, instead of falling into fear or blame.
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