Greater Reading Chamber Commerce Quarterly Spring 2017 - 23

GreaterReadingChamber.org

company, and even helping them to track down the right people
to contact at the other company, you may even be able to have
the reviewer voluntarily remove the bad review. We recently had
one reviewer follow up by saying: "I've removed the review from
Facebook. YOU are CLEARLY not the problem. Thanks for your
help."
5. Justify what you can. We recently received a complaint that
the customer was not able to call the technician personally. There
are several reasons for which we do not give out our technicians'
mobile numbers, and we stated as such in our response. "It is our
practice to not provide direct phone numbers to our technicians,
as this would result in their being frequently interrupted while
working on equipment, which would not only result in further
delays, but could also be an unsafe distraction. The safety of our
customers and employees is always our number one priority."
6. Show that you take their complaint seriously. One of the
best ways to do this is to acknowledge who in the company has
been informed of, and is working on, the issue. "Our General
Manager, Pam, will address your concerns with the management
team."
7. Offer to take the issue offline. Inform the customer that
a member of your management team is willing to speak to them
directly, offline. This shows the reviewer, and others reading the
review, that you are willing to address their specific concerns,
without sharing their personal situation in a public forum. "If you
would like to discuss this matter further with a member of our
management team . . ."

8. Have someone else read your response before posting. At
least until you are comfortable with the process, it may be best to
have someone else in your company review your response before
publicly posting.

About the Author
Angela DeLong is Marketing Manager for UGI Heating,
Cooling & Plumbing, headquartered in Wyomissing, PA, with
offices in Reading, Bethlehem, Lancaster and Harrisburg. Contact
Angela at adelong@ugies.com or by phone at (610) 743-7008.

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23


http://www.GreaterReadingChamber.org http://www.mostellerhr.com/ http://www.caron.org/berks

Table of Contents for the Digital Edition of Greater Reading Chamber Commerce Quarterly Spring 2017

Greater Reading Chamber Commerce Quarterly Spring 2017 - 1
Greater Reading Chamber Commerce Quarterly Spring 2017 - 2
Greater Reading Chamber Commerce Quarterly Spring 2017 - 3
Greater Reading Chamber Commerce Quarterly Spring 2017 - 4
Greater Reading Chamber Commerce Quarterly Spring 2017 - 5
Greater Reading Chamber Commerce Quarterly Spring 2017 - 6
Greater Reading Chamber Commerce Quarterly Spring 2017 - 7
Greater Reading Chamber Commerce Quarterly Spring 2017 - 8
Greater Reading Chamber Commerce Quarterly Spring 2017 - 9
Greater Reading Chamber Commerce Quarterly Spring 2017 - 10
Greater Reading Chamber Commerce Quarterly Spring 2017 - 11
Greater Reading Chamber Commerce Quarterly Spring 2017 - 12
Greater Reading Chamber Commerce Quarterly Spring 2017 - 13
Greater Reading Chamber Commerce Quarterly Spring 2017 - 14
Greater Reading Chamber Commerce Quarterly Spring 2017 - 15
Greater Reading Chamber Commerce Quarterly Spring 2017 - 16
Greater Reading Chamber Commerce Quarterly Spring 2017 - 17
Greater Reading Chamber Commerce Quarterly Spring 2017 - 18
Greater Reading Chamber Commerce Quarterly Spring 2017 - 19
Greater Reading Chamber Commerce Quarterly Spring 2017 - 20
Greater Reading Chamber Commerce Quarterly Spring 2017 - 21
Greater Reading Chamber Commerce Quarterly Spring 2017 - 22
Greater Reading Chamber Commerce Quarterly Spring 2017 - 23
Greater Reading Chamber Commerce Quarterly Spring 2017 - 24
Greater Reading Chamber Commerce Quarterly Spring 2017 - 25
Greater Reading Chamber Commerce Quarterly Spring 2017 - 26
Greater Reading Chamber Commerce Quarterly Spring 2017 - 27
Greater Reading Chamber Commerce Quarterly Spring 2017 - 28
Greater Reading Chamber Commerce Quarterly Spring 2017 - 29
Greater Reading Chamber Commerce Quarterly Spring 2017 - 30
Greater Reading Chamber Commerce Quarterly Spring 2017 - 31
Greater Reading Chamber Commerce Quarterly Spring 2017 - 32
Greater Reading Chamber Commerce Quarterly Spring 2017 - 33
Greater Reading Chamber Commerce Quarterly Spring 2017 - 34
Greater Reading Chamber Commerce Quarterly Spring 2017 - 35
Greater Reading Chamber Commerce Quarterly Spring 2017 - 36
Greater Reading Chamber Commerce Quarterly Spring 2017 - 37
Greater Reading Chamber Commerce Quarterly Spring 2017 - 38
Greater Reading Chamber Commerce Quarterly Spring 2017 - 39
Greater Reading Chamber Commerce Quarterly Spring 2017 - 40
Greater Reading Chamber Commerce Quarterly Spring 2017 - 41
Greater Reading Chamber Commerce Quarterly Spring 2017 - 42
Greater Reading Chamber Commerce Quarterly Spring 2017 - 43
Greater Reading Chamber Commerce Quarterly Spring 2017 - 44
Greater Reading Chamber Commerce Quarterly Spring 2017 - 45
Greater Reading Chamber Commerce Quarterly Spring 2017 - 46
Greater Reading Chamber Commerce Quarterly Spring 2017 - 47
Greater Reading Chamber Commerce Quarterly Spring 2017 - 48
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2021
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2020
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2019
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Fall2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Summer2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Spring2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GRCA_CommerceQuarterly_Winter2018
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Fall2017
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Summer2017
https://www.nxtbook.com/hoffmann/GreaterReadingChamber_CommerceQuarterly/GreaterReadingChamber_CommerceQuarterly_Spring2017
https://www.nxtbookmedia.com