Engaging with users online can help build your business’s brand, because it allows your trust and loyalty to come through. However, this is not always the case when out of the blue, a negative comment is thrown onto your social media pages. A face-to-face response is more effective, since you can use your body language and facial expression has key assets to improving the situation. However, an online message is more difficult to get your response across as effective as possible.
It is important to deal with complaints effectively, in order to maintain your brand and gain loyalty and trust from the negative commenter. This is to ensure that negative word of mouth is not being spread and the matter does not get worse. We have provided a useful guide on how to manage complaints professionally on social media as a business.
1. Do not ignore the complaint, since this displays the nature of your brand and how you represent your business.
2. Take screenshots of complaints that way it can be used for training purposes and your business can identify improvements that can be implemented in the future.
3. It is important to draft your response, because not only do you have the customer complaining to impress, but also other users and fans on your social media page. Those who are following you too will also judge your response. A great tip is to make sure you re-read your final draft before sending it out, and ask yourself would it be appropriate if you used the same response on a face-to-face level?
4. Read the message carefully, and identify the root of the problem.
5. Do not delay replying to the complaint, because this can make the customer angrier. Timing is key here, and customers usually seek a response within the next couple of hours. This is because customers want to feel as though their complaint is being prioritized above all other activities. Ask around other departments, that way the problem can be solved quicker and a response can be given. Furthermore, let your complainer know when they can expect another response.
6. Do not delete the complaint, because this may seem like your business has something to hide from its customers.
7. Do not delay replying to the complaint, because this can make the customer angrier. Timing is key here, and customers usually seek a response within the next couple of hours. Ask around other departments, that way the problem can be solved quicker and a response can be given.
8. Send a response that displays an apology and solution to the problem, this will help show off your brand’s kindness and understanding. Remember, the customers always comes first, so it will display mutual respect and understanding by apologising. Furthermore, it will help focus on coming up with a solution rather than the problem by apologising. In addition, show transparency and honesty when you are finding a solution to the problem.
9. Make sure your response personal, by adding their name and tailoring the text to suit the customer’s tone.
10. Don’t take the complaints personally, because customers are not frustrated because of you, but because of the situation that has risen.