3 Tips for Handling Negative Comments in Social Media
Social media is a great way to engage and listen to your customers, but that means you have to listen to all of their feedback- not just the praise!
Everyone get's negative feedback, but not everyone handles it well. Here are 3 tips to make sure you do:
1.Monitor your social media pages so you can respond quickly. If a negative comment is left hanging on your page, it can gain momentum and support from other customers. By responding quickly, you can prevent it from becoming a bigger issue and snowballing out of control. Also, if you are having difficulty finding time to monitor your social media pages, Nutshell Mail is the perfect tool for you.
2.Apologize and be empathetic! Even if you believe the customer is 100% wrong, they believe they are 100% right and will appreciate your sincere understanding and help. Even negative feedback is feedback that can be constructive and help your organization improve and that is definitely something to be thankful for.
3.Don’t handle every conversation publicly. If the back and forth is something that a lot of people can benefit from, absolutely keep it public, but if the customer or problem is difficult it is best to handle that on private channels.
Any tips you’ve used for handling difficult customers? Share them below!