Here’s an interesting article that talks about how best to handle negative comments and criticism on social media. How best to address it develop it. Now positive comments are a piece of cake. You respond and show your customers or followers gratitude for their compliments or their positive feedback. This is usually much easier to engage with someone about this.
But what do you do when it’s derogatory or negative. That my friends is much more difficult, as you need to be very conscious of not feeding into it, but addressing the real problem or issue that’s at hand.
1. Get Listening: Make sure you hear what is being said about you or your organization, by monitoring all social media sites your on..
2. Should You Respond?
Assess and determine whether it requires a response, or is the post person is just trying to get negative attention.
3. Don’t Let Negative Comments Linger
By being proactive and addressing a problem in a timely fashion, you can quickly stop others from jumping in or adding to the topic. While showing you value their opinions and feedback. If necessary at least let them know, your investigating the problem and will be in contact with them, so they don’t think you are simply blowing them off.
4. Always Acknowledge, Never Deny
Number one rule for customer service: Accept that the customer is always right. Acknowledge it and investigate it. Was a mistake made by your organization? Or a simple misunderstanding? Avoiding it will only make the situation worse.
5. How to Apologize
Being able to sincerely apologize when a mistake or problem was done and rectify the situation. That goes a very long way with people. And offer to make things right. 6. Take the Conversation Offline
7. The Bottom Line
Demonstrate your commitment to all of your customer’s satisfaction. We all know, that if there is one unhappy customer, that it will and can go viral and ruin a company’s reputation and business. CHB