How to Manage Negative Social Media Comments
So, your company has been tagged in a message written by an angry customer. How do you handle it?
This happens more and more has social media grows and it will continue to happen. You have probably done it yourself from time to time; sent out a tweet when a parcel hasn't arrived at the date and time specified; when you have been upset by a product that hasn't lived up to its expectations and you have shelled out good money for it, and so on.
But what do you do when it happens to you? Here are 6 tips to help you take control of the situation.
1. Message Received
Take time and read the message carefully. Find out the root of the problem and take time to see how you can help.
2. Take a Screenshot
It's a good idea to document any negative comments you receive. You can use it for in house training or to share with a co-worker who will be following up on the comment.
3. Don't Delete
Don't not under any circumstances delete any genuine negative comments. Remain transparent with your audience. Deleting messages rather than addressing them head on gives the impression that you might be hiding something.
HOWEVER, sometimes, inappropriate comments need to be deleted. If you find a comment to be derogatory exercise your own judgement or refer to your company social media crisis plan. (Every company should have one)
4. Don't Delay
I know I said take your time to read and assess the situation, but don't take to long in replying. Most social media audiences expect a reply within the hour. If needs be, follow up with the relevant department to give your customer a satisfactory answer.
5. Keep Your Cool
Draft your response and remember the basics of good customer service. Your response will not only be judged by the person/s make the comment but by everyone else seeing it. A response to a negative comment can actually be an opportunity for you to showcase your business in a really good light.
6. Respond
When sending your response, make sure you provide an apology and a solution. This is your opportunity to turn an upset customer into a brand evangelist.
Make sure you read the final draft before sending. Ask yourself would you be happy with saying it to a customer's face? or would you be happy with the reply?
I know I said 6 but here is a seventh:
MONITOR the situation right up to the very end. Make sure you are happy with the way the comment was dealt with but, more importantly, make sure your customer is happy with the outcome.
Written by Jay Cook, Social Media & Communications Director. 08-01-19