What are the best practices for responding to negative feedback or complaints on social media platforms?

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As a client service professional, you know how important it is to maintain a positive reputation and relationship with your customers. But what do you do when you encounter negative feedback or complaints on social media platforms? How do you respond in a way that shows empathy, professionalism, and problem-solving skills? In this article, we will share some best practices for handling social media criticism and turning unhappy customers into loyal fans.

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Mychael Owen ??

Create Space | Think Clear | Write Well
Adam J. B.

Scottish Marketer ?????????????? Client Services Director at Yatter ?? Content Creator at Haim & Awa ?? HubSpot…
Kevin Mitchell

Digital @ Mearns & Gill - Helping brand and organisations grow through integrated digital activities

1 Monitor your mentions

The first step to responding to negative feedback or complaints on social media is to be aware of them. You can use tools like Google Alerts, Hootsuite, or Mention to track your brand name, keywords, hashtags, and competitors across different platforms. This way, you can catch any issues before they escalate and respond in a timely manner. You should also monitor your direct messages, comments, reviews, and ratings, and acknowledge them as soon as possible.

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Mychael Owen ??

Create Space | Think Clear | Write Well
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Take it offline. On any social platform there are three parties. You. Them. And everybody else. This third party skews things. And (important) feedback or critique should be treated respectfully. In a grown up way. One on one. So take it offline.

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Adam J. B.

Scottish Marketer ?????????????? Client Services Director at Yatter ?? Content Creator at Haim & Awa ?? HubSpot Practitioner ?? Sustainability ?? Runner ??♂?
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Social listening has been around for a long time, but many fail to use it. Receiving customer feedback has never been easier, but it does require businesses to monitor mentions, messages and be proactive in managing the conversations around their brand.

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Francis Waller

In-depth interviews conducted with the high-value clients of services providers. Content is ready for digital & offline purposes; clear indicators for preferred clients. their client's stories and more
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Look for patterns and trends. Get beyond the individual comment to see if there is something you and you team can do to improve.

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Alpesh Nakrani

Chief Operating Officer | Chief Technical Officer | Innovator | Writer | Professional Speaker
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In my view, staying vigilant with tools like Google Alerts and Hootsuite to monitor social media feedback is pivotal. Proactive tracking enables businesses to address concerns swiftly, preventing potential issues from escalating. Acknowledging and responding promptly not only demonstrates a commitment to customer satisfaction but also humanizes the brand. Engaging with audience feedback on a personal level fosters trust and loyalty in the digital era. Overall, proactive social media monitoring is a non-negotiable strategy for maintaining a positive online reputation.

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2 Respond publicly and privately

When you receive a negative comment or review on social media, you should always respond publicly and privately. A public response shows that you care about your customer's experience and that you are willing to address their concerns. A private response allows you to go into more detail, ask for more information, and offer a solution or compensation. You can also use this opportunity to apologize sincerely and thank them for their feedback. A public-private approach can help you diffuse the situation and avoid further negativity.

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Kevin Mitchell

Digital @ Mearns & Gill - Helping brand and organisations grow through integrated digital activities
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There's a time for open public responses and a time to take it offline. Having a plan to triage quickly is paramount so you (and a wider team) can action knowingly. But before any of that, implement social listening so you can hear exactly what is going on within and outwith your platforms. Then you can be both proactive and reactive.

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Alpesh Nakrani

Chief Operating Officer | Chief Technical Officer | Innovator | Writer | Professional Speaker
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Understand when to reply privately vs publically, If the review is fake, reply publicly and politely asking them about the services they have taken you, invoice number etc which will put it to an end for such feedbacks. When its real customer, tell them publically that, you are reaching them in their commuincation channel and help them with their problems, Once a client is happy you can ask them to change the feedback they gave.

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3 Be empathetic and respectful

One of the most important things to remember when responding to negative feedback or complaints on social media is to be empathetic and respectful. You should never argue, blame, or insult your customers, even if they are rude or unreasonable. Instead, you should try to understand their perspective, acknowledge their feelings, and express your sympathy. You should also use a polite and friendly tone, avoid jargon or sarcasm, and use their name if possible. By showing empathy and respect, you can build trust and rapport with your customers and demonstrate your professionalism.

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4 Follow up and follow through

The last step to responding to negative feedback or complaints on social media is to follow up and follow through. You should always keep your promises and deliver on your solutions or compensations. You should also check in with your customers after a reasonable period of time and make sure they are satisfied with the outcome. You can also ask them for feedback on how you handled the situation and how you can improve your service. By following up and following through, you can show your customers that you value their opinions and that you are committed to their satisfaction.

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What are the best practices for responding to negative feedback or complaints on social media platforms?

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1 Monitor your mentions

2 Respond publicly and privately

3 Be empathetic and respectful

4 Follow up and follow through

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