When it comes to a company’s social media presence, negative feedback and comments are more the rule than the exception. Negative comments are inevitable when thousands of consumers are following your social media profiles.
Your internet trustworthiness is primarily determined by how you respond to bad remarks, whether they come from a disappointed customer or the victim of a misunderstanding.
Some of the most well-known and respected consumer companies in the world have set the standard for how to respond to online criticism. By emulating their actions, we may get insight into how to deal with criticism before it causes irreparable damage to our online standing. We’ll also take a glance at a few of the top review management solutions that simplify your work and help you do a better job of managing reviews.
The best way to respond to trolls on social media.
Avoid ignoring criticism.
Ignoring criticisms is the worst thing you can do for your company’s reputation. It will only serve to further infuriate an already-displeased customer with your company.
Whether the comment is nice, bad, or neutral, you should respond to it. Brand development cannot occur without consistent public relations efforts. It improves your communication with your fan base. It is essential to use social media monitoring tools like Agorapulse, SocialPilot, etc. to keep track of every mention and remark. Agorapulse’s pricing shifts toward the expensive, and it has a few usability issues as well. If you’re looking for an option to Agorapulse, here are few to consider.
It might be difficult to take criticism well if you manage a business that you care deeply about. But you’ll need a smart approach to deal with it. Otherwise, irate consumers may flood review sites with fresh criticism, further damaging your company’s reputation.
Sincerely apologize
One must constantly put the needs of the consumer first. It’s still courteous to apologise, even if you don’t agree with the consumer. In order to end the conflict, something must occur.
A corporate representative should provide a public apology if the firm was involved in a media controversy that resulted in numerous bad news stories, comments, and reviews. You should put out a statement saying, “Sorry for the regrettable error,” on behalf of the company’s CEO or founder.
Make no empty promises.
If it is not your standard policy to replace items or issue refunds in the event of consumer dissatisfaction, you should not make such assurances to placate an angry client. Check the situation out by doing some analysis. Then, walk the client through the steps you’ll take to resolve the issue.
Check out this illustration. Starbucks doesn’t immediately distribute free coffee or other perks in response to bad feedback found on social media. The consumer is encouraged to contact support to determine who was at fault.
Be courteous
It’s not easy to remain level-headed in the face of hostility and insults. To protect your reputation, though, you must be kind. Don’t use words, period, even if your clients do. It won’t help you in any way to resolve the issue at hand.
Because your regulars would lose faith in your business if they witness you treating other clients rudely. Try to keep your cool and respond in a courteous and polite manner.
Shield it from the limelight
Relocating the argument away from social media may help end the issue. Request that the consumer get in touch with you through email, direct message, or phone.
Don’t get into a word fight with other commenters. When clients feel aggravated, they are more likely to respond with a flood of bad feedback about your company. Therefore, having a private conversation about the issue is necessary to salvage your company’s reputation.
Unique, Personal, and Effective
Automatic responses are disliked by customers. Therefore, it is recommended that you make an effort to tailor your message and demonstrate empathy. View this screenshot for further clarification. Unlike some other airlines, Delta Air Lines’ emails are written by real people. This illustrates the firm’s serious interest in serving its clientele.
Quickly respond
Avoid keeping an irate client waiting for an answer. In case of unfavourable feedback, please respond within two hours. To avoid giving the impression that you don’t care about your clientele, always respond promptly. In addition, no one will value your efforts at avoiding or resolving disagreement. As a customer-focused company, Pizza Hut is committed to promptly resolving any issues that may arise.
Justify your position
The failure to provide explanations to clients is a common error made by businesses. As a result, dissatisfaction among customers is high. Always be sure to detail what went wrong and how your business fixed it. Demonstrate the lengths to which your organization has gone to ensure client happiness. If you follow these steps, you should see improved outcomes.
In addition, you should make it clear to your followers that the firm is not responsible for every problem they may have. Assume, for illustration, that a flight is cancelled because of inclement weather. The airline should not be held responsible for the passengers’ tardiness.