Your company has been tagged in a message written by an angry customer. How do you proceed?

1. HOW TO MANAGE NEGATIVE
SOCIAL MEDIA COMMENTS?
Your company has been tagged in a message written by an angry customer. How do you
proceed?

2. MESSAGE RECEIVED
Read the message carefully. What is the root of the problem?
How can you help?

3. TAKE A SCREENSHOT
It’s a good idea to document the message. It can be used for training or to
share with a co-worker who might want to follow up.

4. DON’T DELETE
Remain transparent with your audience. Deleting messages rather than
addressing them head-on conveys you might have something to hide.

5. DON’T DELAY
Timeliness is the key here. Most social users expect to see a response
within 1 hour. If necessary, follow up with the relevant departments to give
your customer a satisfactory answer.

6. KEEP YOUR COOL
Draft your response. Remember the basics of good customer service.
Your response will be judged not only by the user you’re conversing with,
but by all your followers.

7. RESPOND
Send your response. If possible, provide an apology and a solution. This
is your opportunity to turn a disgruntled customer into a brand evangelist.

8. MONITOR
Congratulations! You’ve just managed your first negative social media
comment. But just because you’ve addressed your customer’s issue
doesn’t mean your job is done! Continue to monitor your social spaces to
track any activity that happens after you’ve done your part.