How to make the best out of a negative feedback

When companies ask their customers to fill up surveys and review forms they usually expect positive feedback. But, in reality, getting negative feedback is far more common. In this article we have discussed why negative feedback is not always negative and how you can use it to your best.

Getting a negative feedback from the customers isn't usually what companies aspire for when they ask their customers to fill out performance surveys. Bad comments and complaints can be pretty disappointing and can put down the morale of your workers. While it is quite understandable to feel disheartened by negative remarks, if you look at it positively, negative customer feedback is not as negative as you think it is. It is all about how well you handle the negative responses and how good you get something positive out of it.

So, whether you've got negative remarks about your live chat support service or your customer service in general, here are some ways for effectively handling it:

Recall your purpose for getting a survey

Before you get all angry about the negative feedback, first recall why you asked your customers to fill out a survey in the first place. It must have been to check the state of your performance right? So, that is what you got out of it. If currently your performance isn't up to the mark, it doesn't mean it would be the same in the future. Therefore always keep the purpose of getting a survey in mind before dealing with a negative feedback.

Negative feedback is actually healthy

You might not realize this but negative feedback is healthy for you. In a report by LiveAdmins, one of world's leading live chat support software providing companies, organizations that get a negative feedback are usually more likely to get better with the time. The reason for this is that negative remarks let you know about your weaknesses and tells you where you fall short. Using this you can:

Reform your strategy

We all make mistakes and once in a while we make poor judgments. So, if the customer service strategy you made had loopholes and isn't working the way it was supposed to, there is nothing to worry about. Negative feedback will let you see the flaws in the strategy which you thought was perfect. It will also let you know what your customers demand from you. Using this information, you can reform your strategy and devise a better a one - which suits the needs of your customers.

All negative feedback isn't honest

Where many of your honest customers wouldn't mind pouring out their concerns in the survey, quite a lot of them would give negative reviews just for the sake of it. These are the kind of customers who are never happy and would complain even if everything you are doing is right. They would manage to turn good things into bad and fill your survey with negative remarks. So, when you go through the negative feedback, remember that not all of it is honest.

So, next time you get negative feedback, do not worry; instead look at it positively and learn to change your weaknesses into your strengths.