Handling Online Feedback, Reviews and Dissatisfaction

Hi, everyone, i am here to update my blog with the negative online feedback issue, i will provided a case of a company that encountered the dissatisfaction of the customers through online and how they handled it.

A shopper who named as Su Yuen Hsiang had made a complain about the service of the lift in Paradigm mall in a polite way. Paradigm mall had leaved a comment which state that they are looking into it.

After that, there is another fella, Freddie Toh comment "Again looking" which has show that he is not satisfied with the response that Paradigm mall had gave. Paradigm mall had did a worst response when they leaved the comment showing that they are unhappy with Freddie's comment. Paradigm mall stated that they do not know magic and cannot change the thing in a very short time as well as Paradigm mall still stated that they will hire Freddie if he know magic. This response is a impolite response and this should not happen in a social media page which establish is aim to build a good company's image and relationship between customers and them. There are a lot of comments that are lack of manners come out from Paradigm mall and Freddie. This social media disaster case had gone viral after Paradigm mall gave this kind of reaction. From the photo, we can see that Paradigm mall gave the reaction in a very short time and the comments are showing the emotion of the person. Showing personal emotion in the company's facebook page comment should be avoid as this will drive the anger of the particular customers.

However, the management of the mall was able to turn this whole mess around into positive publicity after issuing a public apology on their Facebook Page and hiring magicians to perform in the mall. I think Paradigm did manage this bad situation in a very good way. First of all, they apologizes. This is the most important thing as they show that they took the responsibility on this issue and this definitely had comfort the customers. Moreover, they also hire the magicians to perform in the mall. This show that they know that things cannot be settle by just showing a apologize. Hence, they do not ignore or escape the topic that they had in the comment, "magician". They solve this in a win-win situation by hiring the magicians to perform in the mall. Overall, they show their sincerity in solving this problem. In conclusion, they did a quite good job in it as customers can feel their sincerity in apologizing and handling the negative feedback.

Thanks for reading my blog, stay tuned for the next one !