Your company has been tagged in a message written by an angry customer and the message is very negative. How do you respond and what do you do? Negative comments affect your business reputation and it is important to learn how to take care of these and learn how do you proceed. Today you’re going to learn how to manage negative social media comments.
Read the message carefully. What’s the root of the problem? How can you help?
Take a screenshot
It’s a good idea to document the message because it can be used for training or to share with a co-worker who might want to follow up.
Remain transparent with your audience. Deleting messages rather than addressing them head-on conveys you might have something to hide.
Delete all inappropriate comments. If you find a comment to be derogatory, exercise your own judgment or refer to your organization’s code of conduct.
Timeliness is key here. Most social users expect to see a response within one hour. If necessary, follow up with the relevant departments to give your customer a satisfactory answer.
Keep your cool
Draft your response. Remember the basics of good customer service. The response you will send to a customer will be judged and reviewed, make sure to keep it professional.
Send your response. If possible, provide an apology and a solution. This is your opportunity to turn a disgruntled customer into a brand evangelist!
In addition reread your final draft before sending and ask yourself if you would feel comfortable saying it to customer’s face. Because it is very important to put yourself in customers shoes.
As a result we hope you can use our tips on how to manage negative social media comments, respond to a customer properly and help to keep your online business nice and clean. If you want to learn more about Social Media Management and how to grow your business check out our article on how to create perfect SEO content.