Your Company has been tagged in a message written by an angry customer. How do you proceed?
These are six tips to manage Negative Social Media Comment –
- Message Received – Read the message carefully. What is the root of the problem? How can you help?
- Take A Screenshot – It’s a good idea to document the message. It can be used for training or to share with a co-worker who might want to follow up.
- Don’t Delete – Remain transparent with your audience. Deleting messages rather than addressing them head-on conveys you might have something to hide.
- Don’t Delay – Timeliness is key here. Most social users expect to see a response within 1 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. Your response will be judged not only by the user you’re conversing with, but by all your followers.
- Respond – Send your response. If possible, provide an apology and a solution. This is your opportunity to turn a annoyed customer into a brand evangelist!
- Sometimes, inappropriate comments need to be deleted. If you find a comment to be derogatory, exercise your own judgment or refer to your organization’s code of conduct.
- Reread your final draft before sending. Ask yourself if would you feel comfortable saying it to a customer’s face.
Congratulations! You have just managed your first Negative Social Media Comment. But just because you have addressed your customer’s issue dose not mean your job is done! Continue to monitor your social spaces to track any activity that happens after you have done your part.