The Internet is huge and wonderful: full of information with answers to nearly any question at our fingertips. However, the Internet is also a place where people vent their frustration.
If you run a business, you’ll eventually have someone who isn’t happy with something your company did, and many are only too willing to post that frustration on social media. These complaints, while unfortunate, are actually prime chances to not only make the customer happy, but to also impress anyone who might be watching.
1. Listen
If you have a Facebook page or Twitter account, monitor them regularly for customers who may be reaching out. If your business is on review sites like Yelp, you’d best keep an eye on those too. Whether or not you’re looking, conversations are taking place. Your silence may be perceived to show that you don’t care what your customers think and you definitely don’t want them thinking that.
2. Respond quickly
Want to make someone really angry? Make them wait. The longer someone waits, the angrier they will get. Even if you’re not completely sure what is going on, get a basic response out with your first name, a note letting them know you’re looking into it and a contact number or email. And then look into it. Quickly. At the very least, the customer will know you’re there.
3. Respond like a human
When people complain online, they often think they are taking on a faceless, robotic company. They often don’t even consider that there is a human on the other side of the screen. So be empathetic. It’s easy to yell at a company; it’s harder to yell at Steve who is trying to solve the issue.
4. Make sure your apology is real
No company is perfect. When something goes wrong, make sure customers know your apology is genuine.
5. Fix the problem
Apologies are great, but fixing the problem or offering to make it right is the best thing you can do. Depending on your company, this might include a refund, coupons or whatever.
6. Keep your emotions in check.
Want to know how to go negatively viral? Get super-angry at a customer.
7. Never try to hide the complaint.
Some companies will try to get complaints taken down, but that can backfire. If you keep the complaint public, other potential customers will be able to see you deal with problems will go a long way to building customer loyalty.
Source: Constant-Content
