Last week on our Facebook page, we talked about how to handle social media trolls. This week, we’re going to help you handle negative posts.
Here are our top tips:
- Don’t ignore negative posts and don’t delay in responding. Negative posts are never fun to deal with but actually present a great opportunity to do several things: show your customers you are listening and you care, address an issue that others may have but just haven’t posted and show your dedication to providing top-notch customer service.
- You know the old adage, “The customer is always right”? Your first response should be written with this in mind. Apologize for their experience. This isn’t admitting that you’re at fault, it’s just acknowledging that whatever happened, their experience in it was negative.
- Your first statement should be public but then quickly take it offline or in a private forum. You don’t want to engage in a back and forth on your social media page. After you acknowledge their post and experience, send them a private or direct message asking them for more information and offer to handle it over the phone or via email. This gives them the individual attention they want and allows you to handle the issue away from everyone else on your page.
- After you’ve heard their concerns, thank them for their feedback and conduct any necessary follow-up to address their experience. If appropriate, close the loop with the customer and let them know how the situation has been resolved and/or reassure them steps have been taken to correct the issue.
Negative posts can be a great opportunity to address an issue that needs fixing and even create a more loyal customer.
Need help with your social media strategy? We can help you develop a strategy to deal with Negative Nellys and Terrible Trolls!