Tips to Handle Upset Customers Via Social Media
This year in our #MindfulTech series, we have focused on ways to make technology work for us instead of against us. Today as part of the series, I’m talking about how to make social media work when customers are upset. No matter what industry you are in, problems will come up. And you will have to face negative comments on your social media platforms. Are you prepared to handle these situations? A great strategy can turn an upset customer into a loyal fan that talks about how great your company is. Below are some tactics to shut down the negativity and create a positive scenario.
- Start by listening. If you’re not paying close attention to your social platforms negative comments could be missed and this could lead to even more negative feedback.
- Act quickly. The longer you wait to respond, the angrier the customer will get and the more likely others will pick up on the issue and spread the negative buzz. Even if you don’t have an immediate answer, let the person know that you are aware of the situation and working on a solution.
- Don’t respond like a robot. Reply to the person as you are human and not like you are writing a generic response. Show empathy by telling the customer you understand. Address them by their name and sign the message with your name as well.
- Be clear about your apology. If you mess up, own up to it. Do not give excuses or try to cover it up. Owning up to the mistake will come off a lot better in the long run.
- Offer a solution to make it right. Saying sorry is not going to cut it. Bring a solution to the table to make up for your mistake. Not only will you gain the respect of the upset customer, but all the people seeing this exchange.
- Do not get into an argument. Remember to keep your emotions out of it. You can share your point of view, but don’t start going back and forth about who is right and wrong.
What other tips would you add to the list above?