Johana Cavalcanti

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¿Cómo reaccionar ante los comentarios negativos de clientes de hoteles en Internet?

July 13, 2009 By: Johana Cavalcanti Category: 2.0, eMarketing, Hoteles, Internet, Redes Sociales

Internet ha supuesto una revolución/evolución para el turismo en general. Los clientes ya no comparten sus experiencias sólo con sus amigos y familiares, ya no comparten las fotos y vídeo sólo con amigos y familiares, ya no se quejan de una mala experiencia sólo con amigos y familiares…. Con Internet la información llega a cualquier rincón del mundo en cuestión de segundos…

Hoy en día existen herramientas para gestionar la reputación online, facilitando el acceso a toda (o casi) la información publicada en la Red sobre una determinada marca o empresa.

Lo positivo de Internet lo sabemos todos los que nos dedicamos a esto. Podemos llegar a todos los rincones del mundo, podemos vender directamente a nuestro cliente, podemos preguntar o escuchar que es lo que desea y satisfacer sus necesidades, y además de contestar a los comentarios positivos, que pocos hacen, debemos, más todavía, contestar a los comentarios negativos.

Pero, ¿Cómo debemos reaccionar ante los comentarios negativos que nos dejan nuestros clientes en Internet?

Está claro que debemos contestar al cliente, interactuar con él, preguntar y disculparse si la queja es real y tiene fundamentos.

Pero,

malos-comentarios¿Y si la queja es falsa?

¿Y si la queja la ha puesto un empleado cabreado o alguien de la competencia?

¿Y si la queja la ha puesto un cliente “profesional de la queja” que usa Internet para sacar provecho de la situación?

¿Debemos sucumbir al poder del cliente? ¿Darle lo que pide (compensación)? ¿O enfrentarnos a que nos “machaquen” con estos comentarios negativos y manchen nuestra reputación Online?

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    2 Comments to “¿Cómo reaccionar ante los comentarios negativos de clientes de hoteles en Internet?”


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