"You always give customer the benefit of the doubt. Always give your employees the benefit of the doubt. If you're not sure, give them the benefit of the doubt until you can prove it."

Key Moments

05:51 Responding to customer complaints at Disney.

06:37 Acknowledge, accept, and move forward when mistakes occur.

10:11 Ask why before admonishing, seek deeper understanding.

13:39 Innovative platform pulls reviews to help guide better decisions.

16:32 Upcoming events can be found at CockerellStore.com.

Resources

Cockerell Store

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Magical Vacation Planners  407-442-2694

One of the most challenging aspects of customer service is responding to bad reviews on social media. There are ways leaders can handle negative feedback while maintaining professionalism and empathy. The way you respond matters because your customers and employees are watching. During our conversation, Jody and I highlight three things to note when responding to bad customer reviews.

The first is to acknowledge and apologize. It's crucial to address the customer's concerns politely, even if the scenario is disputed by your employees. Offer a sincere apology for their negative experience and let them know that their feedback is taken seriously. For many people, they simply want to be heard by someone. 

The next thing you need to do is make sure you respond professionally. Avoid escalating the situation by getting defensive. Provide a balanced response that shows your commitment to customer satisfaction while maintaining your company's integrity. A simple acknowledgment can prevent further conflict and show your dedication to resolving issues.

And finally, learn and improve. This is important in all aspects of life. When it comes to bad reviews, use that customer feedback as an opportunity to review and improve your policies and practices. Sometimes complaints reveal underlying systemic issues that, when addressed, can enhance overall customer experience.

Make sure to listen to the full episode for more insights and some personal anecdotes from my time as an executive leader in hospitality, including Disney and Marriott. And if you're considering a Disney cruise or any magical vacation, don't forget to reach out to our friends at Magical Vacation Planner at 407-442-2694. They are the best about learning and improving so your travel experience is full of great memories.