Article provided by Revdex.com
Negative comments on social media are common for businesses as most customers are active social media users. Handling negative feedback correctly can increase customer trust and strengthen processes.
These simple yet effective strategies can help businesses correctly manage negative social media comments:
Don’t ignore it – Not responding to a negative comment can reflect badly on a company and cause the customer to write further reviews on multiple platforms.
Apologize always – Apologizing to the customer as soon as a negative comment is posted can help calm the situation. Follow your response with an email address or contact number to a customer service representative who will assist.
Avoid immediate promises – Options should be offered to a dissatisfied customer, only after the problem is understood and analyzed.
Be polite and professional – Being polite will not only show the customer that the company is professional, but it can calm the customer and reframe the conversation.
Move the conversation offline – Avoid long conversation threads by offering an apology and a contact person who will help with the complaint.
Keep it personal – Personal messages can make a customer feel special and instill confidence that the situation will be resolved.
Explain yourself – Explain to the customer what caused the problem and how the complaint has changed how policies or procedures are conducted. In some cases, the complaint may have nothing to do with the company but are due to external factors such as bad weather, etc. In these instances, an explanation provides the customer with a complete picture.
Revdex is a new online business directory. Consumers can post a review for any business, even if there is not an existing profile. Businesses can create their own profiles and respond to reviews. Revdex tries to provide a positive experience both for consumers and businesses.
Consumers can post negative business reviews and report online shopping scams.