How should your business handle negative customer feedback?

OABPO Blog Team Published on August 1, 2014

businessman-surprised-shocked-with-nedgative-reviews-customer-feedback-Open-Access-BPO

It s normal for businesses, even established and successful ones, to receive negative customer feedback. Some companies welcome negative comments, while others prevent their customers from voicing them out. It s true that bad reviews can affect how people will view your brand, especially when these are made available on public platforms like social networks and review sites. But, negative feedback shouldn’t always frighten you.

Why you should not avoid bad reviews

These practices can never quell dissatisfaction. Preventing your customers from publicly posting negative reviews sends a strong message that your business has something to conceal. It tells them that their opinions are not valued. Although non-disparagement agreements can prevent customers from publishing bad feedback, they can t stop them from sharing their bad experiences through word-of-mouth to their circles.

businessman-surprised-shocked-with-nedgative-reviews--Open-Access-BPO-

In other words, any conscious effort you make in shunning negative feedback can still backfire and affect your credibility and genuineness. Some companies would go to surprising lengths just to block off negative feedback. Non-disparagement clauses are integrated by some companies in contracts that customers have to agree with before doing business with them. This prohibits them from publicly posting negative comments about their brands. Some are even willing to offer promising incentives or discounts to customers in exchange for positive feedback.

How to deal with negative feedback

Although the concept of negative feedback is generally an unpleasant one, especially for businesses, it s still important for you to face this fear and solve the underlying issues. First, you have to stop from actively stopping your customers from expressing negative opinions about your services.

The only acceptable move is to filter fake reviews that are generated by users pretending to be your customers and other malicious user-generated content that can offend visitors of your website. This is why companies choose to outsource content moderation services to a call center in the Philippines with back office solutions to make sure their sites are free from misleading information.

employee-filtering-content-for-bad-reviews--Open-Access-BPO

The best way to handle negative feedback is to openly acknowledge them and treat them as opportunities to prove to the public that you can still provide excellent customer service. This recovery will not only impress the customers making the complaint, but also those who visit your website or your brand’s social media accounts.

Negative feedback shouldn’t always be responded to, but when the need arises, the best way to settle disputes is doing it privately with the customer. To protect your brand image, however, you may opt to publicly acknowledge the negative comment made by your customers on any public platform. Just let them know that you are acting on the issue and that you will reach out to them directly to determine what went wrong.

Openly acknowledging accountability for any mistake can let your brand earn respect from customers. Having only positive comments and no negative ones at all will give the impression that you are manipulating your review section to look good. Mistakes are reminders that your brand is human. By making an apology, you are therefore sending a personal message that you care about your customers.

Join us on facebook
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗲𝘃𝗲𝗿𝗮𝗴𝗲𝘀 𝗜𝗺𝗽𝗿𝗼𝘃 𝗳𝗼𝗿 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗧𝗲𝗮𝗺 𝗗𝘆𝗻𝗮𝗺𝗶𝗰𝘀

Open Access BPO Manila recently hosted 𝐈𝐦𝐩𝐫𝐨𝐯 𝐏𝐥𝐚𝐲 𝐋𝐚𝐛 on March 28th, bringing new experiences to its workforce.

This engaging session provided a hands-on experience designed to cultivate collaboration, creative problem-solving, and stronger communication skills among team members. By exploring the fundamentals of improvisation in a supportive environment, participants enhanced their adaptability and teamwork abilities – qualities crucial for effective partnerships and workplace harmony.

This initiative underscores Open Access BPO's commitment to fostering a dynamic and people-centric work culture, ultimately benefiting our partners through more cohesive and innovative service delivery.

#WeSpeakYourLanguage
Open Access BPO 2 days ago
Ready to elevate your brand? Open Access BPO empowers you to unlock new opportunities and achieve scalable growth.

From customer support to back-office solutions, we're your partner in expansion.

#WeSpeakYourLanguage
Open Access BPO 7 days ago
Call center managers are responsible for keeping operations running smoothly.
This means they also have to take note of the usual issues they need to keep at bay.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝟰 𝗼𝗳 𝘁𝗵𝗲 𝗯𝗶𝗴𝗴𝗲𝘀𝘁 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝘁𝗵𝗮𝘁 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 𝗺𝘂𝘀𝘁 𝗳𝗮𝗰𝗲: https://buff.ly/CCAZeNL

---------
Our industry expertise and the skilled workforce enable us to create exceptional experiences for your customers.

Call us today and let's start building the best team for your brand:
https://buff.ly/zQqgKkw

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#CustomerSatisfaction #outsourcing
Open Access BPO 8 days ago
The Holy Week is a time to renew our faith and find peace in reflection.

If you’re traveling to be with family or friends or venturing on a pilgrimage, do so with patience and caution.

Let's extend care not just to our loved ones but also to everyone we share the road with. May your journey be safe, and may this season bring you clarity and renewal.

#WeSpeakYourLanguage
#OABPOholidays #HolyWeek
#MahalNaAraw #HolyWeek2025
Open Access BPO 8 days ago
Given the substantial complexities of staff and project management, it is understandable that numerous team leaders underachieve or fail upon assuming this role.

𝗙𝗼𝗰𝘂𝘀 𝗼𝗻 𝗰𝘂𝗹𝘁𝗶𝘃𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲𝘀𝗲 #𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽𝗦𝗸𝗶𝗹𝗹𝘀 among your #CustomerService team leaders: https://buff.ly/9BhNb6G

——————————
Invest in your leaders, elevate your #CustomerSatisfaction.

For a #LeadershipDevelopment program that ensures high-quality #CustomerExperience and drives tangible business results: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
Open Access BPO 8 days ago
Improving on your #CustomerExperience can be just as simple as #outsourcing to a #CallCenter.

But is it really worth it? How can an outsourced call center upgrade your CX strategy?

Learn all of that and more in our latest blog: https://buff.ly/lSMmCDo

——————————
Open Access BPO is your trusted partner to see your #CX strategy through.

Partner with us today: https://buff.ly/cAnQNot

#WeSpeakYourLanguage
#OutsourcingCX #CallCenterCX
#CustomerExperienceOutsourcing
#BPOCustomerService