Sometimes, when you respond to customer from their opinion, they get angry or not being noticed. So, to reduced the risk of negative response from the customer here is the tips :
1. Be open and honest
If you want to respond the customer, you must be transparent about your company. If you are hiding the truth about your company progress, customer won't appreciate you. So, just being honest and transparent to make sure your customer still be loyal to you
2. Be grateful for their effort
Tell them your thanks or appreciate them for their feedback will do. We must fulfill their needs because their know their needs better than us. Most of the company think that customer is number one, they put the most priorities to the customers. Because without customers effort from the feedback, companies are nothing.
3. Don't make promises you can't keep
When the customer ask "when?" you shall answer with "stay tuned". You mustn't give the exact date, because everything is possible. When you can't fulfill your promise, they wont trust you anymore. For example: When you are the internet provide company and they tell you to fix the network for internet, you must tell them "stay tune" or just "Right now, we are still in progress, we will solve it as fast as possible".
https://www.kayako.com/blog/10-tips-for-responding-graciously-to-customer-feature-requests/
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