If you are unlucky enough to find
an extremely negative comment on one of your social media accounts (i.e.
Facebook, Twitter, LinkedIn etc). How
should you deal with it?
Even if you have spotted it quickly,
then the chances are that other have also seen it; in the case of Twitter,
within moments of it been sent it could have been ReTweeted 100 or 1,000’s of
times (and I bet that your competitors will jump at the chance to publicise it or capitalise on it in some way).
In any case, a negative comment
from a customer or prospect is a negative comment and it needs to be dealt with
fast.
Ultimately, Social Customer Service is all about
immediately addressing your customers' concerns quickly. Where possible you should immediately respond
with a holding statement to let the complainant and anyone else that see’s the
comment know that their concern has been acknowledged and that you are dealing
with it.
If you haven’t got all the facts from the
negative comment that has been posted then politely contact the complainant
asking for more information on the problem.
You should plan to fully respond by the end of that
business day, and absolutely no longer than 24 hours later. Failure to deal with any problems effectively
could mean that it goes viral very quickly!
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