5 Ways of Handling Negative Comments ByPamela Seiple from HubSpot.com
Make a quick response your first priority. The longer you let a negativego unanswered, the morecredibility it gains with a user’sfriends and followers. Animmediate reply, however,shows that you’re payingattention and concerned aboutthe problem.
Apologize, even if the customer is incorrect A petty argument about who’s right and who’s wrong will accomplish little. And note, most observers see silly complaints for what they are.
Continue tricky conversations in private. Provide an initial response in public, but move on-going discussions with difficult customers to private channels.
Thank customers for their feedback.Treat any complaint – howeverharsh- as though it wereconstructive criticism. “Afteryou’ve apologized for theirunsatisfactory experience,” Pamelarecommends, “let them know theirfeedback is appreciated and thatyou’ll seriously consider theirsuggestion for improvement.” Andbe sure you follow through on yourpromise.
The point.When social media attacks, fight back with kindness and understanding.
Summary *Make a quick response your first priority.*Apologize, even if the customer is incorrect *Continue tricky conversations in private. *Thank customers for their feedback. *The point.
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