Successful in engaging negative online feedback.

Nowadays, consumer like to voice out their dissatisfactions through online after they consume certain type of product. When the product do not meet their expectation, most of them will share their bad comments to alert others for do not purchase particular product. So, this makes the company need to put effort into handling this kind of issue that will damage company's image.

The company I think is success in handling negative online feedback and reviews is Chatime. When you go to their official Facebook page, there are lots of comments which included the negative comments as well. I found that Chatime is very patience in replying every single comments.

source:  http://barfblog.com/wp-content/uploads/2014/11/bad.review.jpeg

A situation:Customer A: please mention and remind the customer the second cup at RM1.10 is only for RM6.50 before the customer purchases BUT AFTER THEY PURCHASED!!! and please to improve the service and the manners of the staffs of the outlet in PV128...Chatime:  Hi A,  we are sorry if we have caused any confusion in between. Could you please let us know more about your recent visit at our Chatime outlet?

B situation: Customer B: So dissapointed v CharTime at Bangsar Village 1. Everyweek I buy the same drinks on thursday due to the thirst day n without fail, the sell guy in 1U will do exact what I want and I always pay around 18. Even with GST still lesser then 20. But today when I buy the same order from Bangsar.. order exceeded 21 n my order ... well not wrong but with ice.. which I can't drink ice so can't drink on the sport. When I asked the sell girl.. she was pretty rude too... I definitely will not go back to.this branch again.Chatime: Hi B, we apologize for your recent experience with us at Bangsar Village outlet. Thank you for your feedback and we will raise the attention of the person in charge and action will be taken accordingly. We hope to serve you better in the future. Thank you.

source: http://network.cmu.ac.th/wp-content/uploads/2013/10/repair.jpg

C situation:Customer C: I saw your cashier still have this angpow envelope. But your staff told me no more and gv me the 1st design. What's point for us to do collection and visit chatime weekly?Chatime: Hi C, could you please let us know which outlet you are referring to? Thank you.


            I think Chatime is successful in handling the negative feedbacks id because Chatime always reply them, but not ignoring them. Secondly, Chatime always reply in a very good manner. And, Chatime also show their sincerity in solving the customer's problem by asking for more information, so that they can investigate. This makes the consumer feel like Chatime is good in action, which means they will try to find out why this is happen and give the solution to the consumer.
            As we know that the social media is having huge impact to the people, therefore a company should manage the consumer's feedback carefully. This is all I want to share this week. Thank you.