Complaining Customers on Social Media – What to Do

Are you experiencing a few disappointed customers, here and there, leaving some nasty comments? Do not worry as this is natural. There is no perfect business, you know. Sometimes, no matter how hard we try to make them happy, there are moments when the world seems to be against us. Since we can do nothing about delayed packages, items getting damaged during delivery, and the like, we must compensate by providing quality customer support or service. How we do this on social media is in this article.

Respond ASAP

The first thing you can do to show you care and want to resolve things between you and your customer is to act immediately. As much as possible, reply and answer the comment within an hour. There is no need to provide and promise a solution right away. You want to let them know you acknowledge their concerns and you will do something about it. Your first response should be simple and will provoke no more chaos, something like:

“I’m/we’re sorry for the inconvenience. As much as possible, we want to resolve the issue and would like to know more details. Please send us a message so we can properly assist you.”

You want to do this ASAP because these concerns are not great when prolonged. The comment section maybe an invitation for other people – especially haters – to bash you and take the chance to destroy your reputation. Your first, main goal is to stop this by simply taking your customer to a private conversation.

Take note:

Never should you use an automated message or comment, or it will give you a bad reputation of being insincere. Make sure every response is personal and relates to his/her concern. And, one of the most common mistakes is to ask something in the comment section. Again, never provoke an answer within the comment section. Last, do not ask permission or give an invitation such as:

“Sorry for the inconvenience. We’d be happy to assist you in your concerns. Let us know if you need some assistance.”

This is a bad example, as you used “if.” You want to show authority and sincerity that you want the issue fixed. Instead of “ifs,” directly tell them to send you a message such as the first example above.

Say Sorry

Do not be afraid to say the magic healing word. There is nothing humbler than accepting a mistake, rather than beating around the bush, trying to deny it. Be sincere and make sure it’s not a copy and paste message. Show them your natural human side; make them feel you or your company didn’t do it on purpose. People will stop bashing or blaming you once you do this, so you can focus on providing a solution, rather than keeping a mob throwing rocks at you.

Never Take It Personally

Remember, they’re not mad at you or any of your team. They are mad because of the situation they’re in. Do not reply anything that comes from being affected by what you feel. The last thing you need is aggression, so keep calm and just help and be positive.

Don’t Forget to Follow Up on Social Media

Last, after resolving a concern via message, follow up. Never forget to address a simple, “What else can I do for you, sir?” You can do this on every social media channel. Afterward, you can then comment back on his/her rant with a positive thank you and tell them you’re happy to assist them. By this, you will improve trusts rates as you show publicly how you helped a customer in distress.

Business vector created by Freepik