Don’t Be Spooked: How to Respond to Customer Complaints on Social Media
October may be the time for spooky movies and Halloween costumes, but it doesn’t have to be the month of terror when it comes to responding to customer complaints on social media. The growing role that social media channels play in our lives means it’s become a natural way for customers to connect with, and contact, companies. Especially when there is an issue with a product or service. So, how you (or your business’s social media page) respond to customer complaints on social media can make or break your online reputation.
When done right, interactions with complaints on social media are the perfect place to show your customers how much you care about them. Initially, negative comments can instead transform into positive interactions when you keep these tips and guidelines in mind.
Listen & Follow-Up
Good or bad, this customer has taken time out of their day to speak to you. It’s important to show that you are hearing them out. It’s best to respond and move the conversation offline, or at least to a private messaging system, since going back and forth in the digital sphere isn’t the answer. Instead, ask them to DM you or contact you with more details or any information you may need to handle the complaint. By taking the conversation offline, you or your social media team will be able to easily talk one-on-one with the customer and keep the issue private until a solution is reached.
Respond Respectfully & Don’t Automate It
It’s best to respond swiftly and respectfully — we recommend you don’t wait more than 24 hours. Responding compassionately makes the customer feel heard. If possible, you should avoid posting generic responses to customer complaints. Writing a personalized response will show them that you’re invested in each and every customer’s experience with your service or product. Pro Tip: Try to offer the same level of responses on all your social media channels since your customers will go to the ones they are most comfortable using.
Admit Mistakes & Apologize
First step: don’t get defensive. Everyone and every business makes mistakes and the majority of your audience will understand that. Taking the steps to apologize for the issue they’ve had and working with the customer offline to resolve it shows that you’re committed to doing better as a business. It also allows you to respond in your brand’s voice — showing you’re truly authentic and transparent.
Avoid Deleting Comments, Except For Certain Situations
You’ve reached out and improved the situation — now you’re asking yourself “Should I delete this negative comment?” Although it’s easy to want to delete the negative review, this will hurt your business. Deleting public feedback implies that you don’t care about their experience and encourages them to continue to negatively discuss your brand. However, if the comment includes personal information, inappropriate profanities, or isn’t business related, it’s okay to delete the comment.
At the end of the day, responding to customer complaints is an essential part of your business’s customer service experience. Following these four guidelines will show your customers you care and can even potentially drum up new business by showing your audience that you truly care about your customer’s experiences.
Need help with social media? Madison+Main is here for you! Contact us today.