RatePoint

Improving Customer Service with RatePoint

Using RatePoint to collect, manage and display feedback is not only a good way to promote that you’re a quality business to other consumers, it’s a great tool to help you improve customer service within your own business.

Whenever you receive an authenticated negative review through RatePoint, we start a “dispute resolution process” that allows you to reach out to the consumer and help you resolve the issue. This process is not about “winning or losing” it’s about listening, problem solving, and customer satisfaction.

When dealing with customer service issues, many people forget about the “listening” portion and immediately jump to the final two steps. It’s during this portion of the process that you can learn a lot about where you can improve and start to identify potential issues within your own business.

Keep these following tips in mind when dealing with disputes:

• Be prompt and polite.
• Never assume that the customer is wrong.
• Never attack the customer or treat them disrespectfully.
• Ask questions that can help you learn about your business and understand the customer’s concerns.
  • What is your order number?
  • When did you purchase the order?
  • Did you speak to anyone?
• Even if you believe the customer is wrong, try to learn more information to help you determine why the customer thinks they’re right. Perhaps there was a miscommunication or they were accidentally mislead.

Regardless of the outcome, you should make sure the customer feels like they’ve been treated fairly and respectfully. Even if you don’t totally resolve the customer’s issue entirely, you will leave a good impression on them that could keep them coming back.