How would you respond to a customer complaint going viral on social media, impacting brand visibility?

For any customer complaint keep it Simple: remember the three “A’s” 1. Acknowledge 2. Apology 3. Act No excuses… Works every time…whether business or personal.

Assess and act swiftly: When a complaint surfaces on social media, immediate action is crucial. First, acknowledge the complaint publicly to show you’re listening and taking it seriously. Then, work to transition the conversation to a private channel such as direct messaging, email, or phone. This approach minimizes public scrutiny and allows for a more thorough and personalized resolution process. It’s important to avoid a prolonged public exchange, as it can attract unnecessary attention and complicate the resolution with unhelpful input from others. Your goal is to resolve the issue efficiently and restore customer satisfaction while maintaining a positive public image.

Assessing a situation quickly and thoroughly is crucial when dealing with a customer complaint on social media. Here's a step-by-step guide to help you assess the situation: 1. Monitor social media: Track the conversation and identify the complaint. 2. Understand the content: Read and comprehend the customer's concerns. 3. Gauge public reception: Analyze how the public is responding to the complaint. 4. Evaluate severity: Determine the level of severity and potential impact. 5. Identify key issues: Pinpoint the main concerns and root causes. 6. Consider context: Take into account any relevant background information. 7. Remain calm: Avoid acting impulsively or emotionally. 8. Gather information: Collect relevant data and facts.

In this situation a speedy response is essential, however it should not be rushed but rather well thought out. Today's social media consumers are becoming more aware that there are two sides to every story. Along with every viral complaint there will be many searches for the company's response. It is important to give the right response as an ineffective response such as the one recently delivered by Chipotle's CEO will only make things worse. First you should determine whether the complaint is valid. If so a sincere apology and action to make it right will go a long way. If the complaint is invalid, you should offer an explanation from your perspective that will cause viewers to sympathize with you.

- Swift Response: Acknowledge the issue promptly. - Transparent Communication: Express genuine concern and outline immediate steps. - Direct Engagement: Provide a contact for personalized follow-up. - Reinforce Values: Emphasize commitment to customer satisfaction and brand integrity. - Positive Turnaround: Aim to convert negative feedback into a proactive resolution.

Crafting a public response to a customer complaint on social media requires care and attention to detail. Here's a step-by-step guide to help you craft a effective response: 1. Acknowledge the issue: Recognize the customer's concern and show you're taking it seriously. 2. Express empathy: Show understanding and apologize for any inconvenience caused. 3. Address the core issue: Respond to the specific concerns raised by the customer. 4. Be transparent: Admit if a mistake was made and explain what happened. 5. Outline solutions: Describe the steps you're taking to resolve the issue and prevent future occurrences. 6. Show commitment: Emphasize your commitment to customer satisfaction and feedback.

Hay que ser breve, conciso y quirúrgico. No explayarse mucho y pedir perdón en caso necesario e invitar al cliente a volver a vivir la experiencia para poder corregir el problema si es que efectivamente lo hay. En el caso de que estemos convencidos de que el cliente no tiene razón hay que conseguir que vuelva y tratar de arreglar el problema cara a cara, pero con humildad. Si no quiere, entonces hay que soltar. Particularmente yo no quiero clientes problemáticos que tienen la razón o sí o sí....

Adapt. Try to understand the situation from customers/clients perspective. Let them talk first so you will have an advantage that will help you to analyse and respond properly. No rush. Rush is an enemy when trying to solve a conflict. Stay calm. No matter if you are in the digital or digital world. It's easier if you listen, think and act. The challenge: do it fast

Vale. Pero si el departamento legal tiene que involucrarse.... la cosa es seria y hay que dejar que los abogados se pongan a los mandos de la respuesta. En mi opinión, para que ésta se produzca son ellos (legal) los que tienen que marcar la pauta.

Agree. BUT, if legal department is involved, let the them do the job (unless you are a lawyer with a PR skills or vice versa...). Step away, follow their instructions, become the 'translator' from your staff in order to brief legal guys properly and help them to understand the situation. Back office people sometimes do not understand ops.

First and foremost acknowledge the customer’s complaint, they need to feel heard—not ignored. Don’t respond in an emotional or defensive way do this: 1. Address Publicly “empathetically,” good to have different responses for different situations approved—consistency of message. 2. In your response provide a company private channel to address (email, customer service line) that is monitored. 3. Timely follow up and resolution plus a survey to learn how to improve process in the future. 4. Ensure your team and or leaders are made aware (depends on nature) many times viral complaints turn into media stories.

De acuerdo. Pero ojo, creo que ese seguimiento debe hacerse en el caso de que la respuesta a las reacciones sea positiva. Si abrimos el prisma de la negatividad entonces crearemos más problemas donde no los hay y la solución será mucho más compleja de encontrar.

En los surveys lo más importante es vigilar y darle seguimiento a las críticas negativas (1o) y a las positivas (2o). Pero sobre todo, prestar atención a la gente que contribuye escribiendo más de 150 caracteres (X style....), porque el cliente que toma el tiempo de hacer una crítica merece ser oída y respetada. Humildad y contundencia es lo que debe caracterizar a un buen profesional del sector, más allá del puesto que ocupe.

Digital helps. It's a new language. For some people is THE language. We all know that already. Do not forget (at least in my bizz): eye contact, smile, smell and face/body expression can not be replaced in the digital world. For now.