Social media provides your business with a flexible way to get in touch with your customers and build a loyal relationship. But what happens when it provides customers with a public means to complain about your business? Follow these five steps to navigate complaints as painlessly as possible:
- Monitor your social media channels. If a complaint isn’t acknowledged and resolved quickly, your customer is likely to get more aggravated. Watch your social media channels so you are ready to step in when a problem arises.
- Mind your language. No matter how fraught the situation, be sure to remain polite, professional and courteous at all times. Remember to speak directly to your customer in humane language – corporate-speak and stock phrases can sound impersonal and dismissive.
- Apologize. Your customer is upset and they want to know that you are taking their concerns seriously. Start by apologizing for any distress or inconvenience caused. By taking responsibility, you’re showing that your business cares about its customers’ concerns.
- Acknowledge publicly, address privately. A public apology is a vital first step and shows the willingness to take responsibility. In order to hash out the details of resolving the problem, offer to get in touch by email, direct message or telephone, for a fuller discussion.
- Make it right. Analyze the issue, acknowledge your customer’s distress, and work out how you can make it right with them. Willingness to fix mistakes can actually boost your reputation, showing your customer service skills in a positive light.
Complaints are a part of business life, but having them aired publicly is a nerve-wracking experience. By having a plan in place for dealing with complaints and keeping a cool head, you can diffuse the situation and even turn complaints into a positive outcome for your business.
Do you have any experience with negativity on your social media platforms? How did you overcome the problem? I’d love to get a good chat started in the comments below!