{"id":23056,"date":"2020-11-10T09:58:41","date_gmt":"2020-11-10T08:58:41","guid":{"rendered":"https:\/\/envesrevenue.com\/?p=23056"},"modified":"2021-03-12T10:19:13","modified_gmt":"2021-03-12T09:19:13","slug":"responder-a-los-comentarios","status":"publish","type":"post","link":"https:\/\/envesrevenue.com\/gl\/responder-a-los-comentarios\/","title":{"rendered":"Responder a los comentarios"},"content":{"rendered":"<p>Cuando profundizamos en la notoriedad online siempre hablamos de la importancia de responder a los comentarios. Hoy trataremos de acabar de convenceros de su importancia y c\u00f3mo responderlos.  <\/p>\n\n\n\n<h4 class=\"has-text-color wp-block-heading\" style=\"color:#13a533\">\u00bfPor qu\u00e9 es importante responder comentarios?<\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li>El cliente ha destinado parte de su tiempo en realizar una encuesta o escribir una rese\u00f1a. Por lo tanto, es justo que destinemos algunos minutos en responderles.<\/li><li>Si el alojamiento responde a los comentarios, influir\u00e1 en el algoritmo de los canales, por lo que de nuevo estaremos subiendo posiciones.<\/li><li>A veces es importante explicarnos para que no quede una imagen desfigurada de nuestro alojamiento.<\/li><li>Ense\u00f1amos a futuros clientes la personalidad de nuestro alojamiento siendo \u00e9sta un factor de decisi\u00f3n para la compra.<\/li><li>Demostramos que escuchamos y tenemos en consideraci\u00f3n la opini\u00f3n de nuestro cliente.<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h4 class=\"has-text-color wp-block-heading\" style=\"color:#13a533\">Consejos para responder comentarios<\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li>Agradece la rese\u00f1a siempre. <\/li><li>Decide quien contestar\u00e1 los comentarios. Lo ideal es que sea una persona con responsabilidad y se identifique como tal. Adem\u00e1s deber\u00eda tener habilidades para escribir y mano izquierda.<\/li><li>T\u00f3mate tu tiempo para contestar. Preferiblemente deber\u00edas hacerlo en 48 &#8211; 72 horas.. Luego, sin prisa pero sin pausa.<\/li><li>Personaliza siempre tu respuesta. Para ello quiz\u00e1 debas informarte de la situaci\u00f3n que describe el hu\u00e9sped.<\/li><li>Revisa bien la respuesta y evita faltas de ortograf\u00eda y carencias en la explicaci\u00f3n.<\/li><li>No te lo tomes de manera personal. Acu\u00e9rdate que est\u00e1s representando a tu negocio.<\/li><li>Evita un tono fr\u00edo y autom\u00e1tico. Respuestas como \u00abLamentamos no haber alcanzado sus expectativas\u00bb o \u00abAgradecemos su comentario y estaremos encantados de volverles a recibir\u00bb resultan impersonales. Utiliza un nuevo enfoque para cada respuesta.<\/li><li>Responde tanto los positivos como los negativos.<\/li><li>Aprov\u00e9chalas para realizar marketing. Utiliza palabras claves de manera natural (sin forzar) e incluso a\u00f1ade hastags.<\/li><li>Atiende a todos los canales y RRSS (no s\u00f3lo Booking y Tripadvisor)<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h4 class=\"has-text-color wp-block-heading\" style=\"color:#13a533\">\u00bfC\u00f3mo responder los comentarios positivos?<\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li>Refuerza el mensaje positivo.<\/li><li>Felicita a tu personal por su trabajo.<\/li><li>Invita a los hu\u00e9spedes a repetir su estancia.<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h4 class=\"has-text-color wp-block-heading\" style=\"color:#13a533\">\u00bf C\u00f3mo responder los comentarios negativos?<\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li>Docum\u00e9ntate sobre el problema que ha planteado el cliente.<\/li><li>Trata de aportar soluciones en tu respuesta.<\/li><li>Se emp\u00e1tico y demu\u00e9stralo con frases del tipo \u00ablo entiendo\u00bb, \u00ablo lamento\u00bb<\/li><li>No tienes que dar la raz\u00f3n al cliente si no la tiene. S\u00e9 diplom\u00e1tico pero defiende tu actuaci\u00f3n si as\u00ed lo consideras. Demuestra tu profesionalidad.<\/li><li>Si puedes solucionar la incidencia que te exponen, arr\u00e9glalo y comun\u00edcalo p\u00fablicamente.<\/li><li>No entres en una discusi\u00f3n p\u00fablica. Si la conversaci\u00f3n deriva negativamente, contacta directamente con el cliente por privado.<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>Si necesitas ayuda o no tienes tiempo para dedicarle a la respuesta de tus comentarios no dudes en contactarnos. <\/p>","protected":false},"excerpt":{"rendered":"<p>Cuando profundizamos en la notoriedad online siempre hablamos de la importancia de responder a los comentarios. Hoy trataremos de acabar de convenceros de su importancia y c\u00f3mo responderlos. \u00bfPor qu\u00e9 es importante responder comentarios? El cliente ha destinado parte de su tiempo en realizar una&#8230;<\/p>","protected":false},"author":3,"featured_media":23062,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[161,1],"tags":[144,145,146,86],"class_list":["post-23056","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-notoriedad-y-reputacion-online","category-revenue-management","tag-notoriedad","tag-reputacion","tag-resena","tag-revenue-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Responder a los comentarios<\/title>\n<meta name=\"description\" content=\"Es muy importante responder a los comentarios tanto negativos y positivos. 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