5 ways of dealing with negative comments
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The document provides 5 ways to handle negative comments on social media. They are to respond quickly, apologize even if the customer is wrong, continue difficult discussions privately, thank customers for their feedback, and address issues with kindness and understanding.
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This document provides guidance on how to deal with feedback received on social media channels. It outlines different types of feedback - such as straight problems, constructive criticism, merited attacks, and trolling/spam - and recommends how to respond to each type. For straight problems and constructive criticism, the document suggests responding to acknowledge the issue and steps being taken to address it, in order to build loyalty. For merited attacks, it recommends responding promptly and positively while acknowledging the real problem. Trolling/spam should be ignored and removed if possible. The overarching recommendation is to respond to all feedback, even negative, in a positive manner.
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This document provides tips for handling customer complaints on social media. It recommends responding quickly, acknowledging mistakes, taking conversations offline if needed, personalizing responses, not taking complaints personally, having an escalation plan, going the extra mile, following up, not deleting negative comments, and monitoring conversations about your brand. Specific tips include responding within an hour, apologizing genuinely, discussing issues privately, using a conversational tone, referring customers to helpful alternatives, and following up within a couple days. The goal is to resolve complaints respectfully and transparently in order to improve customer satisfaction.
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- Don't delay in responding - This is important. Don't wait till you've put together the perfect response. Dive in, and show the world that you care enough to get right on it! Responses that are delayed for days or (God forbid!) weeks show the world an entirely different picture: one of indifference, incompetence and stupidity.
- Never, never, NEVER reply in kind! - Whatever you do, don't get into it with them! You will not win, even when you're dead right. It will cast you as the unpleasant business owner and it will grow like a wildfire right before your eyes. Don't be that guy!
- Go offline if at all possible - Try to respond once, and then take the conversation to email, IM or phone.
- If you're too fiery to do this, staff it out! - If you've got the type of personality that loves to mix things up with your critics, then you'd be smart to assign this task to a person on staff who is a bit more reserved.
- Don't delete negative comments - At least initially. If you determine later, that it is not true, and you've responded to the initial complaint well, then maybe. Each case is different. Instead, your handling of the matter should elicit enough positive response to drive the comment down or out of view.
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- Don't let negative feedback on sites like eBay get you down, as it's impossible to please everyone all the time and occasional negative feedback is inevitable.
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- Don't delay in responding - This is important. Don't wait till you've put together the perfect response. Dive in, and show the world that you care enough to get right on it! Responses that are delayed for days or (God forbid!) weeks show the world an entirely different picture: one of indifference, incompetence and stupidity.
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- Go offline if at all possible - Try to respond once, and then take the conversation to email, IM or phone.
- If you're too fiery to do this, staff it out! - If you've got the type of personality that loves to mix things up with your critics, then you'd be smart to assign this task to a person on staff who is a bit more reserved.
- Don't delete negative comments - At least initially. If you determine later, that it is not true, and you've responded to the initial complaint well, then maybe. Each case is different. Instead, your handling of the matter should elicit enough positive response to drive the comment down or out of view.
- Personalize it - Always respond with your name, no matter who on your staff is dealing with the customer. Also insist on using their name. (Not your version of it!) It will help in making the conversation more personable and less threatening.
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7 Ways to Handle Negative Feedback on Instagram
This document provides 7 ways to handle negative feedback on social media. It recommends creating a process for handling feedback, identifying the type of feedback, responding to most feedback within reason, giving your audience a chance to respond, knowing when to take discussions offline, not taking feedback personally, and making changes based on constructive feedback. The overall message is to address issues calmly and thoughtfully in order to maintain positive relationships with customers.
The upside of anger
This document provides tips for handling angry customers in a way that improves the customer relationship and turns complaints into opportunities. It advises listening without judgment to understand the customer's feelings and concerns. Representatives should remain calm and focus on solving the problem rather than blame. Resolving issues promptly is important to satisfy customers and earning their loyalty. Regular communication is also key when resolution may take longer than expected.
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The document provides 7 steps for real estate agents to effectively handle complaints from clients: 1) Listen to understand the client's perspective and the reason for the complaint; 2) Don't be defensive and have an open discussion to understand the issues; 3) Provide a resolution where possible to redirect the client's attention; 4) Apologize to repair the relationship and thank the client for the opportunity to resolve the issue; 5) Don't ignore any feedback as it is an opportunity to improve service; 6) Respond to the client quickly as delayed responses can increase anger and negative buzz.
Benefits of online business reputation
The document discusses the benefits of having a good online business reputation and provides tips for dealing with negative feedback online. It notes that a strong online presence can help businesses reach more potential customers but also means negative feedback is more likely to spread widely. It then gives five tips: regularly search for and monitor your business online; measure the severity of any negative issues and determine if they are valid complaints; respond to negative posts promptly and address any real problems while avoiding a defensive tone; continue monitoring the discussion; and control your online reputation by promptly responding to any serious negative feedback that appears in search results.
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2. Complain - Unhappy customers will complain to hurt a business's reputation, so train all employees to understand this.
3. Empowerment - Employees should be able to solve 95% of customer issues without involving managers to provide better service.
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This document discusses sales objections and how to handle them effectively. It defines an objection as anything that slows down or stops the buying process. Objections should be viewed as opportunities to provide more information to prospects. The document outlines different types of objections including related to need, price, features, time, and source. It provides techniques for handling objections such as boomerang, chunking, conditional close, and LAARC. After addressing objections, salespeople should use a trial close to determine if further objections exist before proceeding to close the sale. If objections cannot be overcome, the presentation should be focused on key benefits before attempting to close.
BEST WAYS TO MAKE GIVING NEGATIVE FEEDBACK A POSITIVE EXPERIENCE
One of the toughest things you have to do as a manager is to give employee feedback, especially the negative kind. In fact, so many managers avoid giving feedback altogether because it is such a stressful and emotionally fraught experience. When feedback is tied to someone’s livelihood, emotions are bound to run high.
Giving negative feedback, implies that you’re wading into an extremely sensitive territory. You don’t want to demotivate an employee or make them think you are out to get them. You don’t want the feedback to backfire.
Really, can criticism ever be constructive? Let’s admit it, no one likes to be told they are doing a less-than-perfect job. It’s not easy to hear about our shortcomings. Even the best of us have suffered the self-doubt, defensiveness and insecurity that often follows feedback.
Yet, feedback is the backbone of management. Honest, thoughtful feedback is an important and valuable tool for building not only a good team, but a good business.
Operating without feedback is like driving a car with no front/rear view or cooking without ever tasting your food. In fact, employees who don’t receive any feedback at all can feel neglected, unimportant and unnoticed.
Here's how to give constructive feedback without the unwanted and unpleasant repercussions.
How to Manage Bad Reviews in 5 Steps
This document outlines 5 steps for managing bad reviews: 1) Don't panic and delete reviews, 2) Evaluate the situation by learning about the customer's experience, 3) Respond politely to the review and try to resolve issues offline, 4) Continually invest in customer experience, and 5) Learn from reviews by identifying problems and implementing solutions to improve the customer journey. The overall recommendation is to prioritize customer experience at all levels of the business to minimize negative reviews.
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Social Media Customer Service: Handling Negative Comments
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5 ways of dealing with negative comments
- 1. 5 Ways of Handling Negative Comments By Pamela Seiple from HubSpot.com
- 2. Make a quick response your first priority. The longer you let a negative go unanswered, the more credibility it gains with a user’s friends and followers. An immediate reply, however, shows that you’re paying attention and concerned about the problem.
- 3. 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.
- 4. Continue tricky conversations in private. Provide an initial response in public, but move on-going discussions with difficult customers to private channels.
- 5. Thank customers for their feedback. Treat any complaint – however harsh- as though it were constructive criticism. “After you’ve apologized for their unsatisfactory experience,” Pamela recommends, “let them know their feedback is appreciated and that you’ll seriously consider their suggestion for improvement.” And be sure you follow through on your promise.
- 6. The point. When social media attacks, fight back with kindness and understanding.
- 7. 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.