Represented by Joe Ghantous, Founder/CEO, Right Service For more info: info@rightservice.net | +961 5 951343

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How You Deal With NEGATIVE POST
On Social Media?

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NEGATIVE POST GIVES
YOU A CHANCE
TO MAKE LEMONADE

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HUG YOUR HATERS
@Jay Bear

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NEGATIVE POSTS ARE
NOT THE PROBLEM,
IGNORING THEM IS.

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11. UNITED BREAKS GUITARSBoutique Hotel in New York

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
1- DO-NOT-DELETE rule (DND)
It’s like collecting someone’s comment card,
reading it in front of them, and then ripping it
up in his or her face.
2- NOT RESPONDING AT ALL IS A RESPONSE
Ignoring a negative comment is the equivalent
of putting a caller on hold and never getting
back on the line.
Social Media are
the new comment cards

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Types of complaints
The 2 main:

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Type #1:
Offstage Complaints

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
When You
Fail Offstage,
You Create
Onstage Complaints

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
Type #2:
Onstage Complaints

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DEALING WITH NEGATIVE POST

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DEALING WITH NEGATIVE POST

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DEALING WITH NEGATIVE POST

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
On social sites like Facebook and Twitter, you can
turn a potential bad post into a opportunity to gain
customers for life, it’s an opportunity also to let any
one watching on Facebook see that you care about
your clients and will go above and beyond to make
them happy.
The occasional fan complaint or negative comment is
expected, The question is, what should you do in
response?

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COMPLAINS ARE
NOT THE PROBLEM,
IGNORING THEM IS..
 COMPLAINT ABOUT A ONE-OFF BAD EXPERIENCE -
Apologize and ask for more information so that you
can investigate the situation, try to take it offline
as soon as possible with private direct message. Use
“I’m sorry you feel that way”
 MULTIPLE COMPLAINTS ABOUT THE SAME ISSUE – Hear
them out and ask them to help you come up with
solution. Then really try to do something about it.
Apologize publicly and let everyone know when you’ve
fixed the issue.
 FACTUALLY INCORRECT STATEMENT ABOUT YOUR
PRODUCT OR COMPANY - Politely reply with the
correction and encourage other customers to weigh in
from their experience with your company.
Dealing with negative Post

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CONSIDER RESPONDING WITH
SURPRISE AND DELIGHT

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