If you’ve ever used the internet (and I’m fairly confident you have), you’re familiar with the concept of a “troll.” These pesky creatures lurk on comment boards for the sole purpose of spewing venom, or sparking trivial arguments. If you blog, odds are you’ve received a nasty and/or nonsensical comment from a troll that left you scratching your head. How do you respond?
You don’t. Responses validate their opinion, and provide fuel for their fire. When in doubt, follow the first rule of the internet: Don’t feed the trolls.
Just like feedback from trolls isn’t terribly useful to improve a blog post, companies occasionally receive negative comments that are confusing, unproductive, or irrelevant. While salespeople would be wise to listen to and use negative feedback from customers as a springboard for improvement, not all comments are created equal.
This SlideShare from Customericare identifies five types of negative customer feedback, and separates the valuable from the counterproductive. Take a look to understand what you should take note of, and what you can disregard.