Acknowledge the issue as quickly as possible.
People lash out in social media because they believe they’re not being listened to. Some post negative comments to warn their friends about using something they feel is a lousy product, while others do it to get your attention and hurt you.
When this happens, speed can be of paramount importance. Be quick to acknowledge the complaint before it picks up other prospects and customers. While you don’t need an immediate solution to the issue, it’s best to have an open and nonjudgmental acknowledgment of what happened. This way, you’ll be able to open an opportunity to start the process of constructive engagement, turning a negative experience into a positive one.
Keep it cool.
As mentioned, an offended customer will try to get an emotional response from their comments or posts. That said, it’s always essential to keep everything cool and never take it personally. Keep in mind, social media is a public platform, and your followers will always judge your business. To handle this fiasco, don’t act as if you’re right at all times, and you don’t need to reply to everything. If you think the comment is an effort to attack or an invitation to a fight, it will help if you let it go to avoid making it a disaster.
Apologize when it’s your fault.
In the business world, saying sorry can be one of the hardest things to do. That’s because companies don’t want to take the blame or they don’t believe the customer’s point of view. However, it’s really difficult to argue with your customers’ experience especially if you look at the issue from their perspective.
When you know it’s your fault:
- Never hesitate to apologize, followed by a quick refund or replacement depending on what the customer wants.
- Make sure you don’t sound like a robot when doing this. It’s important to show to the commenter that you’re saying sorry sincerely for what happened.
- If the problem is a universal one, which means many people experience it, you can simply do the same thing by copying and pasting responses.
- If you have sufficient time, personalizing your responses can also be a good way of handing negativities in social media.
Designate another avenue for complaints.
For sure, the customer just wants to vent out to their friends or get your attention to address the problem. That in mind, designating another avenue for complaints can be a great idea. So, provide other options for customers to connect to you and assure them that you will address their concerns as quickly as possible.
Most companies rely on social media to engage with a variety of customers and prospects. However, in this digital world, you should also prepare yourself to interact with unhappy customers. By following these tips, you’ll be able to handle negative comments from your customers, treat them right, solve their problem, and keep their loyalty.