Today is the day, going to talk about something relate to PR and New Media.
The topic of the day is how Starbucks handle those Negative online feedback, reviews and dissatisfaction and swing the negative towards positive.
The picture below shows that the special promotion of Starbucks during Ramadhan.
And there are someone who claims that she didn't get the promotion while buying the handcraft beverage. Thus,someone who do not know about the situation started judging on Starbucks.
There are actually a lot of public will do the same thing like NA No, judge without clarify the incident, and might generate others too in criticism on the particular company.
Starbucks Malaysia : Hi Momo, We apologise that you were unable to get your cake at RM6. However, as stated in our terms and conditions, this promotion is not valid with other discounts or promotions. We would like to know our barista at Giant Kelana Jaya store mentioned this to you? Thanks, Momo.
Fortunately, Starbucks is doing well to handle this feedback.
Starbucks didn't influence by others negative comment, in order to reply on those negative comment, it decides to only focus on the person who claims the problem exist. From that, they let public knows what actually happening and tell the person clearly about the terms and conditions again in very polite way, this is also to tell others who looking at this case. The case close down and be solve with the reason misunderstanding of the person towards the promotion.
Despite this, Starbucks held a feedback session frequently. They welcome every consumer to give any relevant comments towards Starbucks. Just like the picture below :
Sometimes, when a company held a feedback session, it might be insufficient. However, Starbucks handle well in every comment leave by public, they answer immediately, politely, and clarify every problem or misunderstanding from public without any hesitate.
Therefore, procedures and attitudes in handling online feedback, reviews and dissatisfaction of a company is very important and also a main focus to be concern nowadays especially for which company having any social media platform. To build a good reputation or maintain the image of the company, this is the must for a company to focus on.
That's all for today... See you next week.. Have a sweet dream...
And there are someone who claims that she didn't get the promotion while buying the handcraft beverage. Thus,someone who do not know about the situation started judging on Starbucks.
Na No : "Then what are the purpose of Starbucks Malaysia tumbler if we cannot utilize it? SAVE THE EARTH YET YOU'RE NOT FOLLOWING IT! Sad case..."
There are actually a lot of public will do the same thing like NA No, judge without clarify the incident, and might generate others too in criticism on the particular company.
Starbucks Malaysia : Hi Momo, We apologise that you were unable to get your cake at RM6. However, as stated in our terms and conditions, this promotion is not valid with other discounts or promotions. We would like to know our barista at Giant Kelana Jaya store mentioned this to you? Thanks, Momo.
Fortunately, Starbucks is doing well to handle this feedback.
Despite this, Starbucks held a feedback session frequently. They welcome every consumer to give any relevant comments towards Starbucks. Just like the picture below :
Sometimes, when a company held a feedback session, it might be insufficient. However, Starbucks handle well in every comment leave by public, they answer immediately, politely, and clarify every problem or misunderstanding from public without any hesitate.
That's all for today... See you next week.. Have a sweet dream...
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