In two years time most businesses think they will need to incorporate social media into their customer service model. Here are some suggestions for how to handle negative comments on social media. Pay attention to what others say about your brand and create real relationships with customers by keeping them imformed. Have a prepared response for complaints, overdeliver, and create specialists within your business. Have all workers, even top executive be accessible. Encourage people’s feedback, use their name when interacting with them, and apologize no matter who is at fault.
- To deal with negative social media, have a prepare response to possible issues and have specialists on hand.
- Build a solid relationship with customers by calling them by their name, encouraging feedback, apologizing no matter what, and by keeping them informed.
- Monitor your social media and try to when you can to bolster customer satisfaction.
“Social media can be a great way to communicate with your customers and fans, but it can also be a channel where angry customers can write negative things about your business.”