Updated: Apr 2
Social media platforms that allow you to reach out to current and prospective clients also provide individuals with the opportunity to vent their feelings, ideas and complaints.
For some businesses, this can cause tremendous trouble as there's always the fear that one dissatisfied, angry client could go viral with a single social media post or video. Whether you are a startup, SME or an established large enterprise, every firm wants to provide the very best services to its customers. If a client complains, don't panic; it only makes things worse.
Thankfully, there are various things you can do to ensure you provide excellent support on social media while safeguarding your reputation as a business enterprise. Keep in mind that every business will run into some amount of problems and negativity.
When you're running a business, it's natural to want to shield yourself from any and all negativity. However, when it comes to complaints and negative comments on social media, deleting them is not the solution. In fact, it can actually make the situation worse. Here's why:
Deleting negative comments makes your company look guilty. When people see that you're deleting negative comments, they'll naturally assume that you have something to hide. This will lead to even more speculation and rumors, which is the last thing you want when you're trying to maintain a positive image for your company.
Deleting negative comments can make the situation worse. If someone has taken the time to write a negative comment about your company online, chances are they're already upset.
When customers reach out to businesses through social media, they expect a personalized response. This is especially the case if the customer has reached out about a complaint. A generic response can make the customer feel unimportant and ignored.
Businesses should take the time to read each message and respond accordingly. If a business is unable to resolve the issue, they should at least let the customer know that they are working on it. Ignoring complaints can lead to negative publicity for a company.
Social media provides businesses with an opportunity to build relationships with customers. By responding to complaints in a personal way, businesses can show that they care about their customers and their satisfaction.
When you receive a complaint through social media, there are three key steps you can take to handle the situation effectively:
Identify what the complainant is asking for;
Listen attentively and respectfully;
Follow up with a response that addresses the complainant's needs.
In conclusion, by following these three simple steps, you'll be able to handle social media complaints quickly and effectively. This will help keep your customers happy and maintain the positive image of your company. Thank you for reading!