Social media is a powerful tool for instant communication with your customers. While promoting your business through social media can help you spread positive word of mouth, it also gives unhappy customers a platform to voice their dissatisfaction. No matter what industry, or what product or service you supply, you will encounter negative customer feedback and complaints.
When you come across customers who have voiced their complaints on social media, follow these steps to handle the situation in a way that positively represents your company even when dealing with negative feedback.
However, don’t let the fear of not responding quickly enough stop you from understanding the situation first. Before you can address your customer’s concern, you have to understand the nature of the complaint and how you can rectify the situation.
However, there are times when you should move the conversation to a private communication method like email or a phone call. Once you have moved the conversation off social media, you can work personally to correct the situation and increase goodwill with your customer.
How you handle interactions with critics and negative comments on social media is important to your business’s image online. Businesses should always take the high road and focus on resolving the issue and using it as an example of successful dialogue and customer service.
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