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Mastering the Art of Customer Service

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Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode of the podcast.

As any small business owner knows, online reviews can be tricky. Positive reviews make you feel like you’re killing it in your business, and negative reviews can feel like a punch in the gut.

When it comes to reviews and customer service, Jeff Toister knows a thing or two. Author of a number of books on customer service, Toister is a consultant and an expert in getting and responding to online reviews. He’s developed plans for small businesses to build excellent customer service and strategies for responding to reviews—both positive and negative.

Toister says it’s important to look into all of your reviews and use them to narrow in on your business’s strengths.

“Even if you have a 3-star average, that doesn't mean that all of your customers are upset. It means you have some customers who really, really like you. You probably still have some 5-star reviews. And the question for a business owner is: What are those customers saying? Because that's probably your strength, your........

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