How to Respond Positively to Negative Feedback in Business

In business communication, or any number of public relations activities, it is vital to learn how to respond positively to negative feedback. After all, any type of business feedback can help you improve the success of your business, and become a platform for better customer relations.

In the current business environment which harnesses the vast world of electronic communication, this skill is all the more important. Business email and support forums enable immediate interaction with customers, but also invite the potential for ill-formed or hastily written responses. If a customer gives negative feedback, it is important to respond with clear and direct language, addressing their concerns thoughtfully, and to offer some form of solution or resolution to the problem.

In the example below, we show how responding to the customer's concerns is not only a chance to fix the particular problem, it is also a great avenue for engaged customer relations. To maintain a professional image in the face of negative feedback, your English writing must be clear and communicative. WhiteSmoke Writing Software takes care of your English by offering a grammar checker, a spelling checker, a thesaurus and dictionary in a practical interface that integrates seamlessly with any program you use for written communication.

Let's have a look at an example of a response to negative feedback, and how we can improve it using these tips, and how WhiteSmoke Writing Software can change a hastily written text into an example of English writing that is correct and communicative.

Original Email Response

Mr. Jones :

I got your email, complaining, that the book order you placed arrives damaged. We don';t control what happens to the books once they leave our store. so, it is not our responsibility.

Peter Handle.

Text After WhiteSmoke

Dear Mr. Jones,

I received your email regarding the damage that occurred to your book order while in transit. I am very sorry to hear that the books are damaged, and that you are so disappointed at our service.

Please know that Aragon Books takes the utmost care to ensure our online orders are packed safely and securely. I am currently investigating the packing of your order. In the meantime, if you will agree to send the damaged goods back, I can arrange for a new delivery to be shipped to you free of charge.

Yours Sincerely,

Peter Handle
Customer Relations
Aragon Books

In the edited example, we have listened to the customer and offered a solution that takes responsibility for the problem. There is every chance of a positive outcome for both the customer and the business. We have also used WhiteSmoke writing software for grammar correction - fixing mistakes that can occur in a hastily written text, and making sure our response appears professional and considered.

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