Having a social media platform for customer interaction is great, as it opens up a channel of communication about anything and everything. If only all interactions were positive! There’s something about the internet that emboldens people to complain about products or services as they never would in person. If you’re on the receiving end of rude comments, serious complaints or even abuse it’s important to handle them promptly and properly.
The way you respond to complaints can even be a great opportunity to help grow your company’s reputation and contribute to a positive image. Read on for best tips to managing complaints on social media.
Check your Account Every Day
It may sound overly simple, but be sure to check your social media account very often to monitor any activity; you can’t manage complaints if you don’t see them! If you let negative comments sit, you could return to a flurry of company bashing or spirited conversation over your business’ shortcomings.
It’s also important to closely monitor your account for any positive comments. Be sure to thank any customers who took the time to praise your products or services.
Choose Which Comments to Respond To
You do need to check in often in order to take quick action. But, you can practice selective response to comments. Any profanity or downright abuse can be deleted. Some comments can even be ignored, if responding to them would just result in an argument. People are entitled to their opinion and you don’t want to look as though you are censoring polite constructive criticism.
Show you Care
Even if a comment is completely negative or unfair, you absolutely need to use an apologetic tone when responding. Start the comment by addressing the issue. Often a simple ‘We’re sorry you were less than satisfied with our service’ can help smooth things over immediately. It also shows the rest of the viewers that you are more than willing to sort the issue out.
Invite the user to contact you by email so that you may direct their issue to the appropriate department. The idea is to not only address the issue on social media, but properly resolve it within the company.
Try not to limit your responses to standard, machine-like replies. You’ll definitely want to stay away from having the same response to all questions and complaints. Make sure your followers and friends can see that there is a human being behind the screen. Put yourself in the customer’s shoes and respond politely and diplomatically. You can even make a small joke about the issue if you think it’s the appropriate time to do so.
Use your best judgment in responding, and remember that every response is really a chance to make your company look better in the eyes of the public.