How do you handle receiving harsh feedback from a client in a public forum on social media?

Get on the side of the client. In their situation, would you be giving harsh feedback too? Understand why. Realise there are no sides. You & the client were both working towards a collective outcome - that you didn't reach. Stay humble but stick to your guns. Admit to your own faults without overdoing it but don't point the finger. Offer solutions. Be proactive to rectify any issues or close the client relationship on a good note.

Assuming I have clear idea about the Social Media and the audience on it, I would want work on accepting whatever my client has mentioned as a feedback. Feedback can either be constructive or destructive, I would ,in either case, reply with a positive and personalized quick reply which can make the audience and the client understand how involved we are and how we prioritize our client's feedbacks. And then ask them to connect with me personally so I can sort the issue !!!

- It’s important to remain composed and not react emotionally. Take a moment to breathe and collect your thoughts before responding. -Respond promptly and politely. Acknowledge the client’s concerns and thank them for bringing the issue to your attention. - Offer to resolve the issue through direct communication. Provide a contact number or email and assure the client that you’ll address their concerns personally. -Reach out to the client privately and offer a solution or compensation if appropriate. Ensure the client feels heard and valued.

one should always collect their thoughts before putting it out there, keeping a cool and composed head is hard but effective in so many big decisions in life. one should reply in proper decency and professionalism so that we can keep the brand values and customer satisfaction on top, and should prioritise and fix the issue so that we can change their heart if not anything else.

Mantener la calma es un elemento clave ante un comentario o reacción hostil, o desagradable de una persona de tu red. La mejor herramienta es el buen humor, sacar la conversación de la red y tratarlo en buen tono en privado.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up yo and complained.

It's not just a matter of someone that has a complaint that is either 'right' or 'wrong'; there is often the third possibility and that is that we are dealing here with an attention-seeker or a troll. They have nothing better to do than derailing a conversation. You need to deal with that. Of course, the old advice of 'don't feed the trolls' is valid, but doing some good housekeeping by addressing unprofessional shady comments in a polite and civilised manner is necessary. And it definitely gets you credit.

Estabele?a contato e já analise o contexto apresente a solu??o com a??o concreta e fa?a o cliente depor a seu favor com a solu??o entregue

Se o feedback for construtivo, reconhe?a o problema e expresse sua vontade de abordá-lo. Em uma situa??o anterior, um cliente apontou uma falha em nosso servi?o. Agradecemos pelo feedback, explicamos as a??es que tomaríamos para resolver a quest?o e oferecemos uma compensa??o pelo inconveniente. Essa abordagem transformou um cliente insatisfeito em um defensor da nossa marca.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up you and complained. Don't forget that complaints need to be dealt with in a timely fashion. Online this should be in a matter of hours.

é importante n?o sacrificar a qualidade pela velocidade. Uma resposta rápida é crucial, mas deve ser ponderada e abordar as preocupa??es levantadas pelo cliente.

Seja rápido e após apresentar a solu??o, inicie o atendimento com datas de inicio e termino da execu??o do reparo . Fa?a o cliente visualizar o problema resolvido .

When it comes to social media, responding promptly to negative feedback is key. It shows you're on the ball and committed to addressing issues swiftly. A quick response can help diffuse tension and reassure your audience that you're listening and taking their concerns seriously. However, it's important not to rush just for the sake of speed. Take the time to craft a thoughtful reply that acknowledges the problem and offers a solution or reassurance. This balanced approach ensures your response is both timely and effective, maintaining trust and showing your dedication to excellent customer service.

It is always important to know your client to be able to put yourself in their shoes and in that kind of situation to be able to understand exactly where the person comes from. By addressing them with a personal detail, you show them that they are being heard, understood, and that you are not disconnected from their reality. In the contrary, if you don't seem to relate to them and value them by even personalizing your answer, it means that you admit publicly that you are not listening and any problem solving that you will then offer won't be well received by the client who needs to know that you are tackling the issue, for them and with them.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up you and complained. Don't forget that complaints need to be dealt with in a timely fashion. Online this should be in a matter of hours. Always be personal just like you would be IRL.

Once you've acknowledged the client's feedback, the next step is crucial: offering a solution or a way forward. Whether it's arranging a refund, sending a replacement, or providing another form of resolution, it's essential to communicate clearly with the client about how you'll fix the issue. By doing this, you not only address their immediate concern but also demonstrate to other potential customers that you're dedicated to making things right when problems arise. Be transparent about what steps you'll take and give them a timeline so they know what to expect. This approach shows your commitment to customer satisfaction and helps build trust in your brand.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up you and complained. Don't forget that complaints need to be dealt with in a timely fashion. Online this should be in a matter of hours. Always be personal just like you would be IRL.

A good solution is factual, timely, immediate and to the point. The way you communicate is just as important as the actual solution itself.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up you and complained. Don't forget that complaints need to be dealt with in a timely fashion. Online this should be in a matter of hours. Always be personal just like you would be IRL.

Social media is no different to real life and you treat it no differently. Acknowledge the situation and ask the person to take the conversation offline, you then deal with it in the normal way. No different as if somebody came up you and complained. Don't forget that complaints need to be dealt with in a timely fashion. Online this should be in a matter of hours. Always be personal just like you would be IRL.