Naturally, business owners will ask me how to respond to unhappy customers via social media. Here’s the thing, it’s simple. When a customer takes the time to reach out to you online, chances are that they’re annoyed so you should just assume that they’re a ticking time bomb. They want you to know that they’re annoyed, they want you to acknowledge it and they also want a sincere apology.
I was perplexed to see how a major Canadian retailer handled multiple complaints online.Was it a bot, a social media manager who wasn’t empowered to do what was right or an agency who had no skin in the game? In complete transparency, I know one of the six who complained. In fact, when he asked me how to complain constructively using social media, I recommended that he respectfully ask them to privately DM (rather than publicly calling them out.)
It’s a difficult job to deal with negative engagement & complaints daily. And it’s infinitely more difficult if you’re a social media manager who’s not being empowered.
But here’s what you do when you truly believe in using social media for customer service:
How to write a social media guideline that your employees will understand
Social Media Training For Employees
Human Resources: addressing negative social media posts online
How To Use Social Media During Real Crisis Situations
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