How to handle customer complaints on social media

There is a saying – “You can’t please everyone all the time” and the same is true for businesses as well.

Some of your customers might have posted or complaint something negative about your brand on social media channels. But, it’s not good to let these complaints and negative reviews un-attended because they can damage your brand reputation and customer’s trust in your business.

Whereas, handling customer complaints and dealing with negative comments effectively, not just repair and build long-term relationships but will also attract more customers.

Here are some essential and quick steps on how to deal with negative comments and complaints on social media about your brand.

 1. Respond at once

The faster a business responds on the negative comments on its social media network or on its website, the more attentive and caring it appears to its customers. Therefore, it’s always recommended to respond swiftly but thoughtfully.

2. Be professional

While responding to any negative review, maintain a professional approach. You should always speak as a business representative, not as an individual. Treat your unsatisfied customers with respect and speak to them about the concerns that have led them interact with you online via complaints.

3. Don’t give excuses

If your company has made a mistake, always be courteous and tell your customer’s publicly you’ll make it up instead of giving an excuse.  Contact them privately through an email or via a phone call with a genuine desire to help and to turn a conflict into a positive experience.

4. Do not hide/delete reviews

Take negative comments or reviews as a way for betterment and success of your business. Therefore, never hide or delete any of them. Tell the negative commenter how they came of help to the organization for improvement.  Such responses show that your appreciation is genuine and you really care about your customer’s.

Social media is very powerful to break or make online reputation of businesses and one negative comment speaks louder than hundred positive reviews. So, make sure you do not just promise improvements, but you also keep your promises and effectively handling customer complaints and reviews is one of them.  In the end, trust and better services is what matters for strong, happy and growing customer base.

To read more about, how to deal with customer negative reviews, visit:  http://www.innovazioninteractive.com/blog/category/online-reputaion-management/