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The internet has made communication more effective than ever before. Social media has given brands the opportunity to communicate directly to their customers, and vice versa. With customers now having an accessible and public platform to complain, how can organisations ensure they deal with negative digital reviews effectively?

Acknowledge the issue. The customer is always right! Make sure you communicate your understanding of the issue with the customer in question.

Apologise! An apology is a must – a customer who is so moved by their experience to make a complaint deserves an apology, even if there is a miscommunication or an honest mistake.

Make it right. Offer to make the situation right in the best way that you can – and if you need further contact information for the customer, ask them to send it to you in a private message.

Online reviews can make a huge difference to the success of a brand these days. With so many people having access to the internet, it’s vital that brands respond quickly and efficiently when things go wrong or risk losing sales.

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