Social media has a huge impact on one’s image, which is why it is important to address the negative social media comments directed to you or your company. Nobody’s perfect, so deal with it.
No matter how upsetting or derogatory the comment is, do not ignore the post – respond to it no matter what. Being unresponsive to your clients will give them the impression that you are ignoring the issue. By responding, it only means that you are concern with your client and customer support is your top priority.
Keep in mind that a negative social media comment can hurt your image and reputation – be patient and understanding when dealing with a frustrated customer. Whether or not it’s your company’s fault, a simple apology will be greatly appreciated by your customer.
Contact the upset customer privately. Offer perks so they will be motivated to continue using your product.
Ignoring negative comments won’t make it go away. Comments and feedbacks will help you improve your products and services.
So, how did you handle upset customers on your social media accounts?
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