What ryan air should have done

1. Reputation
Management:
Upset
Customer
WHAT RYAN AIR SHOULD HAVE DONE

2.  You MUST be aware that your client is unhappy and
understand the origin of the problem then your first priority is
to put yourself into the customer mindset.
 Remember that negative words is an opportunity. A great
response strategy can convert angry and upset customers into
loyal
 This means that you set aside any feelings you might have
that the situation isn't your fault.
1/ADJUST YOUR MINDSET

3.  The most important is read carefully what your client or
customer is highlighting – he wants to be heard and
understood.
 It is difficult to be everywhere and handle all your soical
media platform. To help you to deal with this problem, here
are som tips:
 Set up Google Alerts for your brand and industry keywords.
 Keep a close eye on your Facebookpage
 Listen on Twitter.
 Make a list of any forums or communities where your
customers congregate and regularly check in on them.
2/BE PROACTIVE

4.  Sometimes, not all critics are relevant and reflect the reality.
 It is sometimes better to moove on.
 Focus mainly on your main social platform
3/SELECT WHICH CASE DESERVE AN ANSWER

5.  If you are facing a negative comment from an upset
customer, you must answser as quick as you can because the
mor you wait for answering, the worst it gets.
4/RESPOND AS QUICK AS POSSIBLE

6.  Once you're sure that you understand your client's concerns,
be empathic . Show her you understand why she's upset.
 For example, you could say, "I understand why you're upset. I
would be too. I'm very sorry that we didn't get the samples to
you on time, especially since it's caused these problems”.
5/BE EMPATHIC & APOLOGIZE

7.  The worse answer you can make to customers is to respond
with a pre-registered and standardized response.
 Show the upset customer that you are really concerned by the
problem
6/NO PRE-REGISTRED ANSWER

8.  Make mistakes is human. It’s how we fix them that people
remember.
 Go straight to the point
 Make some real apologize
 Offer them something equivalent to the damage caused.
7/OFFER A REAL AND HONEST SOLUTION

9. 8/TAKE ACTION & FOLLOW UP
 Once you've both agreed on a solution, you need to take
action immediately. Explain every step that you're going to
take to fix the problem to your client
 Once the situation has been resolved, follow up with your
client over the next few days to make sure that she's happy
with the resolution.
 The most important is that the customer communicate the
impressive recall on you social platforms such as Twitter and
facebook

10.  What you say about yourself isn’t as powerful as what others
say about you. It’s true when people are promoting you, and
it’s true when people are calling you out.
 Using good comments to show to unsatisfied customers that
you are a company that cares about their customer, all fo
them
9/USE GOOD COMMENTS

11.  Your last step is to reduce the risk of the situation happening
again.
 If you haven't already done so, identify how the problem
started in the first place
 Find the root of the problem and make sure it's fixed
immediately
10/USE THE FEEDBACK