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How To Handle Negative Reviews On Social Media

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Social Media has given your customers a platform to speak and simultaneously it has created a urge to be heard. Customers now want brands to hear them and respond to their queries in a timely …

Social Media has given your customers a platform to speak and simultaneously it has created a urge to be heard. Customers now want brands to hear them and respond to their queries in a timely manner.

This deck talks about Do's and Don'ts when it comes to serving your customers through social media and it also contains some excellent and worst real life cases of customer service.

We hope that by the time you finish reading this deck you'd have learnt the basics of customer service.

All the best!!

  • Full Name Full Name Comment goes here.
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  • @Raju Debnath Why don't you reach out to them on Twitter or Facebook. I believe, you will get the response.
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  • 15568362,, very bad experience with myntra cs calls,
    after so many calls & after 20days they are not get my refund.
    very bad behavior with customer , its not fair enough for market reputation , i will go to higher myntra management for this......
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  • very bad experience for order no 15568362.after 20days did not get the cash back.very bad communication with mr punit ,kity ,and so many cs reptitives. almost 200 min std calls finished but myntra cs did not get any result for me.
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  • Thanks :)
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  • You are well to use to current ongoing topics, e.g. RIPSunanda. Pls. promote this Slide only to handle negative Comments & Feedbacks!!
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  • 1. How to Handle Negative Reviews
  • 2. Image Source How to Tackle Negative Reviews - A Presentation By Simplify360
  • 3. How to Tackle Negative Reviews - A Presentation By Simplify360
  • 4. Image Source Image Source This is What You Should Do? How to Tackle Negative Reviews - A Presentation By Simplify360
  • 5. Image Source Here is a list of do’s and don’ts while responding to negative reviews? How to Tackle Negative Reviews - A Presentation By Simplify360
  • 6. Do Say Thanks!! Always acknowledge the reviewers for reviewing your product/service – This is the first step in responding to any type of concern. How to Tackle Negative Reviews - A Presentation By Simplify360
  • 7. Do Apologize!! This is to convey the message that you are really sorry for their bad experience.. It doesn’t mean that you are agreeing to their viewpoint !! How to Tackle Negative Reviews - A Presentation By Simplify360
  • 8. Do Be Real – Shun That Mask Stay away from speaking a “Marketer’s” Language – Just talk to your customers like a normal human being – Shun that mask, your customers will appreciate it! How to Tackle Negative Reviews - A Presentation By Simplify360
  • 9. Image Source Do Escalate the conversation Once you have responded to the concern, quickly get in touch with the customer over email/phone and try to get into details of the issue. How to Tackle Negative Reviews - A Presentation By Simplify360
  • 10. Don’t Hide!! If you fail to respond to your customers, then your customers will refrain from responding to your messages!!! Social Media is a two way platform – If you want to be heard then first you have to listen! How to Tackle Negative Reviews - A Presentation By Simplify360
  • 11. Don’t Frown!! Social Media has given customers a voice; Now, they want to talk and want to be heard – So, don’t react in a haphazard way, understand the other side of the story and establish a dialogue with your customer. How to Tackle Negative Reviews - A Presentation By Simplify360
  • 12. Image Source Don’t Create Fake Positive Reviews Brands indulge in this practice when they create positive reviews about their offering, themselves. This practice can have serious repercussions How to Tackle Negative Reviews - A Presentation By Simplify360
  • 13. Image Source Don’t Sending Canned Responses Never ever sound unoriginal when engaging with your customers – Canned responses will annoy them even more when they see that you’re not paying attention in addressing their concern. How to Tackle Negative Reviews - A Presentation By Simplify360
  • 14. Image Source LET’S HAVE A LOOK AT SOME OF THE EXCELLENT AND WORST REAL LIFE CASES OF CUSTOMER SERVICE THROUGH SOCIAL MEDIA
  • 15. Just see the difference between the number of tweets sent by Nike official handle and Nike Support official handle – You’ll understand that there is a brand who is on its toes every time when it comes to talking to its customers. “HAPPY CUSTOMERS”
  • 16. “NO” A Typical example of a canned/unreal response from one of the most admired multiplex operators in India. “UNHAPPY CUSTOMERS”
  • 17. No Response from Myntra.com ; Jabong.com jumping in to enjoy the moment “UNHAPPY CUSTOMERS”
  • 18. Jet Airways missed the flight already – Wish they would have responded on time “UNHAPPY CUSTOMERS”
  • 19. No Apologies and No timely response Feedback came on 9th Jan and Dominos replies on 13th Jan !!!! “UNHAPPY CUSTOMERS”
  • 20. Hope, you would have learnt the basics of keeping your customers happy by now… All the best
  • 21. PRESENTATION PREPARED BY http://www.linkedin.com/in/iprashantjain
  • 22. ABOUT SIMPLIFY360 SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED ENTERPRISE SOCIAL MEDIA PLATFORM. OFFERINGS INCLUDE: •SOCIAL MARKETING SUITE FOR AGENCIES •SOCIAL CONTACT CENTRE FOR BPOS •SOCIAL COMMAND CENTRE FOR ENTERPRISES. www.simplify360.com
  • 23. Leaders use Simplify360 Clients Partners World wide Brazil and LatAM Malaysia Qatar USA India Singapore & India Saudi Arabia Worldwide Korea
  • 24. THANK YOU CONNECT WITH US