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People write online reviews about anything and everything! From clothes, to tech stuff, to services, you name it! Because online shopping is so popular you see reviews about literally anything. Even holiday resorts, hotels, guest houses, transport options, everything. One of the most popular sites that people check is a website and app that reviews restaurants and bars. This has really taken off in recent years, and there is a system whereby the better the reviews are the more ‘stars’ a place can get. So, if you get 5 stars, then you get a higher page-rating and your restaurant is displayed more on searches - a sort of priority feature that helps to further promote your service, and again, this encourages businesses to improve their services and keep maintaining those improvements. 

People feel they should share their personal experiences of a product with other people. Some people feel very motivated to do this kind of thing, especially people who do a lot of online shopping. Other people only write reviews when they have something to complain about and they want the company, and other potential buyers, to be aware of having had a bad product or service experience. Some websites offer incentives to customers who write reviews and rate the products or services they have bought - so if you write a review you might get a certain amount of points towards a discount coupon for the shopping website or something like this. So, there are a few key reasons why some people write online reviews, really. 

All in all, yes they are. Online reviews enable shoppers to access a variety of ideally honest and genuine opinions about the products they might like to buy, and this of course is very useful in assisting with purchasing and decision-making. And they help companies because they give the companies an insight into how the customers feel about the products or services they are offering, and therefore chances to improve if they get unfavourable reviews, or chances to show off in their marketing if they get a string of very very favourable reviews. 

I would hate it personally, I think that it isn’t anyone’s ideal job to be perfectly honest. It’s a job that involves dealing with customers on a very regular basis, and usually customers that are complaining and therefore unhappy and grumpy, and sometimes even quite offensive. It’s difficult to deal with people in these situations and you have to have a lot of patience, especially when dealing with them over the counter or by phone. There are trainings, customer services operators and workers go on in order to deal with a range of different common situations they are usually put against in the job. But generally speaking I’d say that it’s not a pleasant job and you have to have an incredibly patient demeanour to work in a role like this. 

Yes, I think so. I think the main reason is because customers have so many options of places they can buy things from. Companies must compete for the market. This means that customers don’t necessarily have to have much loyalty to one company or not, so if they are unhappy they are more than willing to complain then ask for refunds and then move on and buy their next purchases from another company. So, customers complain more, in order to get more refunds, and because they feel confident in complaining. This increased confidence can make customers more difficult. But at the same time, it can also make companies really focus more on providing better goods and services and dealing with customers with more respect than in the past. 

It’s pretty important I’d say. Even when they know that some of the complaints are just customers moaning and complaining, they still have to at least pretend that they are taking each and every complaint seriously. That’s the thing about customer service, you have to take all the customers seriously and treat everyone equally. And then deal with each customer individual situation fairly and reasonably, even if, inside, you feel the customer is being really unfair and just complaining for the sake of complaining, or is angling for a refund or something like that. Companies are highly competitive today, and part of being competitive is running a good customer service complaints hotline or service. 