While social media tools are great for your business, it’s wise to be prepared for the negative comment or complaint from a customer. Ever thought about how to deal with such a situation? Take a look at our tips below:
When you see a Negative comment/ complaint on social media:
Your first instinct might be to take it personally, but don’t be tempted to react defensively or in a negative way. Stay calm, read the comment carefully, then respond quickly. It’s best to respond within one hour — even if you might not have all the answers. The key is to acknowledge the customer, let them know that the issue is being investigated. Try not to use automated / copy-paste messages, this appears insincere and may offend the customer more. Instead, write a personalised response addressing the customer by name.
Steer the issue off social media:
Being away from the social media spotlight will allow you to talk to the customer personally (as opposed to being out in the public eye). For example, ask the customer to email you with more detail, or send them a link for a ‘comment form’. Take the conversation off social media and show that you’re keen to do your best to help. Do not Delete the comment however — the customer will more than likely to keep commenting until they’re addressed.
Apologising appropriately & acknowledging mistakes:
We’re only human and we all make the occasional slip-ups. So if you did make a mistake, it’s better to take ownership rather than hiding it or being defensive. This shows that you’re genuine and will prevent the customer from spreading more harmful words about your company. When customers feel that they’ve been heard and apologised to, they’ll often return or even say something positive about how well you responded!
Here is a good example of how Woolworths responded to a customer’s negative feedback on their Facebook page:
Finally, don’t forget to follow up even after the issue is resolved, to show that your customers’ needs are valued. At the same time use the opportunity to gather feedback from the customer’s experience.
Not sure if your business is responding well on social media? Here at Concept Designs, we can help you look into how your social media is performing. Contact us today for a chat with our professional social media team!