If you can find the source of bad reviews, you should call customers in time to communicate. When communicating with customers, don't directly ask customers to delete bad reviews. We should first understand the customer's situation, help customers solve their problems and troubles, invite them to the store to deal with them, and then let customers delete the bad reviews. Avoid escalating the situation.
For unreasonable bad reviews, complaints should be handled and relevant evidence should be sorted out in advance, including recordings, consumption records, chat records and so on. If the customer evaluates subjectively, the complaint can't be handled.
Therefore, complaints about bad reviews can only be in the following forms: customers have extortion for the purpose of deleting bad reviews, customers are peer employees, belong to peer reviews, misjudge businesses, have inappropriate words or reveal privacy.
Among them, improper language and disclosure of privacy are better complaints. For example, some ugly words can be blocked by this complaint. Others must have relevant evidence to pass, so we must consciously grasp this evidence to deal with complaints.
Ways for Meituan to avoid bad reviews
1, timely reply, sincere attitude.
It is common for restaurants to enter the takeaway platform and receive bad reviews. Bosses must not turn a blind eye, but should reply and give feedback in time so that customers can feel our sincerity.
Be sincere when you reply. Bosses can think from the customer's point of view. Don't rush to explain and propose solutions, but first express your apologies and appease the customers' emotions. We can simply repeat the customer's problems, express our deep sympathy and remorse, and then give substantive solutions.
Step 2 find out why
When there is a bad review in the shop, we must first distinguish the responsibility, whether it is the problem of the shop, the problem of the user or the full responsibility of the rider. If the rider's delivery is delayed, the service is poor, and the user chooses the wrong rating/no comment/environmental protection list, then the bosses should actively complain, and the successful complaint will directly block the bad review.