How to manage negative social media comments
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The document provides guidelines for managing negative social media comments. It advises to read the comment carefully to understand the problem, take a screenshot for documentation, do not delete the comment to remain transparent, respond within an hour to be timely, draft a respectful response while keeping your cool, apologize and provide a solution to turn an angry customer into a supporter, and continue monitoring for further activity.
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How to manage negative social media comments
- 1. HOW TO MANAGE NEGATIVE SOCIAL MEDIA COMMENTS? Your company has been tagged in a message written by an angry customer. How do you proceed?
- 2. MESSAGE RECEIVED Read the message carefully. What is the root of the problem? How can you help?
- 3. TAKE A SCREENSHOT Itโs a good idea to document the message. It can be used for training or to share with a co-worker who might want to follow up.
- 4. DONโT DELETE Remain transparent with your audience. Deleting messages rather than addressing them head-on conveys you might have something to hide.
- 5. DONโT DELAY Timeliness is the key here. Most social users expect to see a response within 1 hour. If necessary, follow up with the relevant departments to give your customer a satisfactory answer.
- 6. KEEP YOUR COOL Draft your response. Remember the basics of good customer service. Your response will be judged not only by the user youโre conversing with, but by all your followers.
- 7. RESPOND Send your response. If possible, provide an apology and a solution. This is your opportunity to turn a disgruntled customer into a brand evangelist.
- 8. MONITOR Congratulations! Youโve just managed your first negative social media comment. But just because youโve addressed your customerโs issue doesnโt mean your job is done! Continue to monitor your social spaces to track any activity that happens after youโve done your part.