Regardless of how incredible your product is or how well your team works, you will receive some flak on social media. To be honest with you, it is inevitable. The only way to ensure that you do not ruin your brand because of some angry Facebook post or tweet, you need to learn to handle customer feedback. Here, we have come up with rules that some recognized brands adopt to take hate better.
Do Not Ignore Hate Comments Or Negative Feedback
Ray, a marketing head with MyPlumbersChoice, says that the worst thing that you can do for your brand is avoiding or deleting the negative feedback. See, when you ignore an angry customer’s messages, they will despise your brand even more.
So, make it a point to reply to every comment, regardless of whether it is neutral, positive, or negative. To build your brand, you need to maintain cordial relationships with your audience. It enables you to connect better with your audience. As a growing or established brand, it is vital to monitor every single brand via the use of tools, such as SocialPilot or Agorapulse.
We understand that when you put your heart and soul into a business but still receive negative comments, it can be challenging for you to deal with it. The idea is to tackle it strategically. If you do not handle it well, your angry customer will send you more hate, which can tarnish your brand’s reputation.
Never Make Fake Promises
Simply because the customer is unhappy with the delivered product, you do not issue a refund or a replacement. So, what should be done? Try to analyze what went wrong. Further, speak to your customer, and try out ways to fix this problem. If the customer publicly expresses their dissatisfaction with your product, do not offer a refund or replacement to save yourself from public bashing. Instead, drop a personal message to the customer and try to talk it out. You can even ask them to connect to the customer support team to find the best possible solution to their problems.
Be Sincere While Apologizing
Bear in mind, your client or customer is always right. At times, there will be a disagreement between you and your customer. Regardless of it, be the bigger person and apologize. It is the most crucial and necessary step to resolving any conflict. Suppose your brand was involved in a media scandal, which led to a series of negative flak on social media. In that case, the company’s owners or representatives must issue a public apology. When the apology comes from the owner himself, it seems more sincere, and people find it more convincing, points out James, an online math tutor.
Try To Take The Hate Out Of The Spotlight
The best way to resolve social media conflict is to take it away from social media and solve it in private. You can request your angry customer to call the customer, or you can take their number in the private chat and call them. Alternatively, you can even ask them to mail you your query or take up the entire matter in the private chat on social media itself. Do not engage in the word battle on social media, especially in your comment section. Why? See, when a customer is angry with the product or service they receive from you, they will write a dozen negative things in the comment section. It will show your brand in a negative light. What’s worse? This feud between you and the customer is for the world to see, and you do not want that. So, if you wish to guard your image, take it up with them politely one-to-one.
When it comes to hate on social media, it is not easy for anyone to maintain their cool. However, you are not just talking for yourself, but instead representing your brand. So, to save the dignity of your brand, you should be polite. Even if your customer uses curse words, you should never reciprocate, states Jia, a customer support representative with a platform offering do my economics homework service. If you curse your customers back, it will do nothing to fix the situation and instead ruin it further for you. Please bear in mind; if your loyal customers find out that you have been rude in the comments, they may change their opinion about you. So, conceal your emotions, calm yourself, and be polite and friendly to your customers.
Personalize Your Message
When a customer is hurt, he is not there to receive automated messages from a robot. It will only infuriate him further. So, be empathetic, and personalize your responses to them. The customer should get the impression that you are concerned about their issue, and you intend to help them with an active resolution.
Be Prompt In Your Replies
See, would you like to wait for a reply when you are already mad at someone over something? We are sure you won’t. So, why do you think your customer would be ok with you not being prompt in helping you with their issues? Customers hate waiting for hours to get a reply from you. If you receive a negative comment on social media, make it a point to respond to it within an hour, comments Caro, an educator who offers the best online leadership courses. If a customer does not get a reply within an hour or two, they feel that a) you are not interested in their concerns or b) you are ignoring them. If you take days to reply, regardless of how hard you try to solve the conflict, the customer will not accept it.
Explain Your Situation To Them
Most brands make a giant mistake of not explaining themselves to their customers. Consequently, the customer feels more agitated. Thus, make it a point to always explain to the customer what caused the problem. Further, let them know what you can do to resolve this. Always make them know how much effort you and your company are willing to make your customer satiated. It will always fetch you positive results.
More so, it is essential to let your customers know that the issue faced by them is not your company’s fault. For instance, if you are an airline company, and the flight gets rescheduled or postponed, let the customer know the reason why that happened.