Part of being on social media sites is connecting with audiences, and part of that connection will mean hearing from and responding to the comments made by the audience. Some comments will be good and some will be bad.
Good response should be treated gracefully and gratitude should be expressed. It may not be possible to respond to every positive comment, but every effort should be made to let the customer know that they are being listened to and heard. It would be a good idea to respond to the customers as a group. Maybe once a week a response is selected and highlighted. Another good idea would be to offer coupons or discounts to responders.
Along with good response there will be negative issues brought to light. These will probably be legitimate and again, should be handled with grace and respect. Every effort should be made to listen and fix the problem. Done on the public venue is a great way to show other customers that the organization is genuinely concerned and dedicated to customer satisfaction. If the customer seems to be difficult to satisfy, then the process can be taken offline. Offer to get in touch personally by email or phone. Strive to remedy the situation.
There will be people that, no matter what you do, they will not be satisfied. The organization”s representatives should try the best to work with the customer, but there will come a time to cut losses and move on. If the customer is not satisfied regardless of all efforts made to appease them, then block them and forget about them. jfred