Are you unsure of how to handle customer complaints on social media? There are a few key things you can do to resolve customer complaints with minimal damage and a few things you should avoid doing.
DO…
Respond in a Timely Manner
While it may take a while to get used to, get in the habit of checking your social media page(s) regularly so you can stay on top of any concerning reviews or comments. It is important to respond to direct messages to your page as well. Facebook displays your response time to your page viewers. The quicker the response time, the more likely someone is to reach out to your page.
Remember the Customer is Always Right
When a customer shows their frustration or disapproval, one of the first things you should always do is apologize. Genuinely apologizing will set the mood for the rest of the conversation you have with them. Try to avoid using the same response to every customer; they will see this as impersonal. Instead, be in the habit of using their name within your response and customizing your answers to fit their situation best.
Reach Out for a Personal Conversation
It is important that you do everything you can to understand what caused this complaint. You also want to take it to a private channel. Asking them what happened on the thread of your public business page may open up a can of worms. Instead, ask them to private message you with their phone number or email so you can reach out to them for a personal conversation or have HR get in touch.
DON’T…
Try to Prove You’re Right
Even if you disagree, don’t try to argue with the customer. Not only does this reflect poorly on your brand, but it may burn bridges and cause you to lose customers.
Take it Personally
Oftentimes, when people leave reviews or harsh comments, emotions are running high. Just remember that they are not angry at you as a person, but rather at the situation. Taking things personally in these scenarios could cause you to respond negatively which will only make the situation escalate in a negative way with no productive solution.
Refuse to Give a Refund
By no means should you feel obligated to refund every unhappy customer. But, you should consider offering something to make the exchange right. You’re goal is to make the unhappy customer happy so they will continue to be a consumer of your goods or services, and this may include offering a refund, stipend, or discount
