How to deal with trolling and fake negative reviews

[subornaakter24]

A dissatisfied customer left a negative review and "disappeared", not wanting to continue communication and answer your questions, which means you have every reason to consider this publication fictitious. Should you tell everyone about it? Naturally, in this way you will inform users that in reality you do not have dissatisfied customers, and the negativity comes from third parties.

Should you respond to trolls? It's hard hotel email list to give a definitive answer. In fact, trolls have one goal - to stir up conflict. There is a category of users who boost their self-esteem in this way.

Read also!

"Target Audience: From Identification to Creating a Client Portrait"
Read more
Trolls love to write using Caps Lock, their comments will definitely contain offensive or obscene words, lots of exclamation marks. To provoke an opponent into a conflict, they can act as follows:

Call yourself a deceived customer . However, if you start doing something to solve the problem and ask clarifying questions, you will not get any specific answer. They will continue to insult you and will try to aggravate the conflict.

Introduce yourself as an expert on the subject . They will accuse you of incompetence, denying other points of view and not delving into the essence of the issue. Their principle of action: "There are 2 opinions: one is mine, the other is wrong."

Increased activity in response to a proposal to end the conflict .

How to deal with trolling

Experience shows that there is only one way to defeat a troll – ignore his attacks. You can also try an unexpected trick – write a humorous response.

What to do with a review that tarnishes your business reputation
The Constitution is the guarantor of the protection of honor and business reputation. If you receive a false accusation in oral or written form (even anonymously), you have every right to demand its refutation or destruction. This right applies to both individual citizens and companies as a whole.

Recommended articles on this topic:
Marketing Tips: How to Show That Your Product is the Best

9 Types of Customer Loyalty Programs

Sales Triggers That Have Never Failed

You should proceed as follows:

Record the fact of the false accusation . If it was made in writing (a letter or a media report), then save this letter or note. A negative review published on the Internet must be notarized (you will be given a document confirming that this information was posted on such and such a site at such and such a time). Of course, you can do without a notary, but the review on the Internet can be deleted or changed, which will greatly complicate further proceedings.

Contact the resource owner . Insistently ask him to remove the false note or write a refutation, which can be posted on the same resource (in the media or on a website) or on another, for example, on social networks. If you follow the law, then this stage can be skipped and the proceedings can be continued in court (although quite often this stage becomes the final one and the conflict is exhausted).

Submit a statement of claim to the court at the place of registration of the defendant , having paid the state fee (300 rubles).

The defendant may be:

The author of the note or review.

The original source of unreliable information (when the author of the article refers to data received from a third party).

Editorial staff of the media (when the author of the article is not indicated).

Owner of the media.

Important: the "Media" status is issued after the publication is registered. If the Internet resource has undergone the appropriate registration procedure, it is responsible for the materials published on it, which include user comments.

In examining such a situation, the Supreme Court came to the conclusion that the essence of the publication is important, not its official status. If the publication has the characteristics of mass media, then it is equated to the media and must bear the same responsibility. For example, it is not at all necessary to find out the name of the author of a negative review; the founder or editor-in-chief of the publication can be held liable, demanding that a refutation be posted.

In some cases, neither the editorial board nor the author of the publication can be held liable for damage to business reputation. These include references to data on court decisions received from news agencies or citing an official statement from a government official.