Receiving negative feedback on social media isn’t easy, whether warranted or not it can cause a significant amount of stress.
Worse if it’s handled wrong and turns into a flame war where your business or brand is not coming out on top.
If you don’t have a clear policy on how negative behaviour, challenges or problems are handled it can often result in someone less qualified making the situation worse (inadvertently).
It’s important that you consider negative feedback on social media as a customer service issue, not a content or digital marketing one. Therefore, the expertise of the person responding must equate to who you would get to handle a situation if a customer called you on the phone, emailed you or turned up at your place of business.
All the principles of good customer service apply here.
Handling negative feedback on social media requires a careful and strategic approach. The best way to manage such situations involves a combination of professionalism, responsiveness, and empathy.
Here are some top tips to get you started:
Respond Promptly
Quick response times show that you are attentive and care about your audience’s concerns.
Delay in addressing negative feedback can escalate the situation or give an impression of neglect.
Acknowledge and Apologise
If the complaint is valid, acknowledge it and offer an apology.
A sincere apology can go a long way in diffusing anger and showing that your brand values its customers and their experiences.
Take the Conversation Offline
For detailed complaints or sensitive issues, it’s best to move the conversation to a private channel like email or direct message.
This approach helps in handling the matter more personally and prevents the negative publicity from escalating.
Stay Professional and Calm
Always maintain a professional tone, even if the feedback is harsh or unfair.
Reacting defensively or in a confrontational manner can worsen the situation and damage your brand’s reputation.
Provide a Solution
Whenever possible, offer a solution to the problem.
Whether it’s a refund, replacement, or other forms of rectification, showing that you’re willing to correct mistakes can turn a negative experience into a positive one.
Learn from the Feedback
Use negative feedback as an opportunity to improve.
Analyse the issues raised to identify any recurring problems or areas for improvement in your products, services, or customer service processes.
Follow Up
After resolving the issue, follow up with the customer to ensure they are satisfied with the solution provided.
This shows that you value their satisfaction and are committed to providing excellent service.
Use a Personalised Approach
Address the person by name and tailor your response to their specific issue.
Avoid using generic or automated responses, as they can come across as insincere.
Monitor Social Media Channels
Regularly monitor your social media channels for any mentions or feedback.
This proactive approach allows you to address issues before they escalate.
Encourage Positive Engagement
Sometimes, engaging your satisfied customers to share their positive experiences can help counterbalance the negative feedback.
However, this should be done sensitively and not in direct response to negative comments.
Train Your Team
Ensure that your social media team is trained in crisis communication and knows how to handle negative feedback appropriately and in line with your brand’s values.
If you would like more information or support in how to set up a social media policy for your business don’t hesitate to get in touch with one of our team – [email protected]