Dealing with Customer Criticism on Social Media

negative feedback on social mediaWhen your business has a public presence on social media, some form of negative feedback or customer criticism is inevitable. Although this may seem like a good reason to avoid participating in the social media movement, you can actually use negative feedback on social media as an opportunity to engage in active social listening and build a trustworthy relationship with your customers.

Here are the most important things to remember when facing a potentially negative situation on social media:

  1. No one wants to be ignored. According to a recent report, social media has surpassed both phone and email as a way for customers to get in touch with a brand about a problem with their products or services, and one in three customers will go to the brand’s competitor if they do not receive a timely response. 40% of social media users expect a response in less than an hour, and the max amount of time they consider reasonable is four hours. If your business is on social media but you don’t have the time to respond to customers quickly and regularly, our social media team can provide monitoring and management for all of your social pages.
  2. Consider your reaction. While it is imperative that a customer’s comment or question does not linger unattended on your page, it is also best to take a few moments to think about what’s best to say, rather than to react too quickly out of anger or frustration. Unfortunately, some people do leave negative comments simply for attention or in an attempt to take advantage of a business. However most complaints are genuine, and the customer is grateful when they receive a respectful response. Triangle Direct Media’s social media experts can help your business decipher genuine customer concerns from the rare instances when responding could potentially do more harm than good, and offer suggestions for how to address any situation.
  3. Make the best out of a bad situation. It’s always a bummer to hear that one of your customers is less than 100% satisfied. But social listening gives you the chance to make improvements and establish a sense of transparency and loyalty with your customers. If your business has made a mistake or somehow disappointed a customer, take the time to sincerely apologize and do everything you can to make it right.
  4. The impact of the encounter goes beyond one person. Potential customers often choose which company they want to purchase from based on reviews left by their peers and the ways in which companies respond to questions and concerns. A positive impression left by handling a disgruntled customer with grace and consideration can speak louder than any advertisement campaign.
  5. Know when to address the conversation privately. If a customer has very specific concerns, if you foresee several back-and-forth messages, or if you need any confidential information in order to rectify the situation, it is best to simply address the concern on social media by requesting that the complainant contact you directly via private message, phone, or email.

Don’t let the fear of possible criticism cause your company to miss out on all of the incredible benefits you can reap from social media. As long as you are mindful of responding in a courteous and timely manner, your business can benefit from providing positive customer service experiences to patrons who may have otherwise been left feeling ignored and unsatisfied. For help navigating the world of social media reviews and criticism, contact our team of social media experts at Triangle Direct Media today.

About Claire H.