By Myriam Rofrano, Social Media Coordinator
If you haven’t had to deal with negative comments on social media, consider yourself lucky. But with every great brand, there is bound to be someone who has a problem. And that’s where you come in.
Not everyone is going to love your brand -- and that's okay! No matter what challenges come your way through the digital-social landscape, as an account manager, you must be prepared to handle the less-than-glowing remarks people may make.
Here are some simple tips to help you deal with negative comments on social media:
Don’t take it personally. Address the problem with the mindset of representing the brand, not as an individual. Always be professional and courteous.
Understand the Issue. Read the message once. Twice if you have to! What is the issue? What is the root of the problem? How can you help?
Take a screenshot. You should always document the issue. This is not only helpful for the client, but you can also use this encounter in the future for training purposes, or use this as reference for co-workers who want to follow-up with the incident.
Don’t Delete. As tempting as this may be for damage control, remaining transparent is key on social media. Deleting a comment will only raise suspicion and give people a reason to think your brand has something to hide. Always face negative comments head-on and publicly.
Don’t wait! Timeliness is important when It comes to negative comments. Unhappy visitors usually want to see a response within one hour of the comment. Putting off a response to a negative reply may only agitate the situation.
Respond. After you've made sure the responses are well thought-out. If you don’t have the correct answer, talk to a team member who does. Responses should be clear, thorough and offer a solution. This may be the first time this customer has had contact with your brand, so you want to make sure the ending experience is a positive one. Always read and re-read your responses, make sure it is something you would feel comfortable saying to a customer's face. Keep in mind good customer service.
Monitor. Continue to monitor your activity to make sure nothing else arises after you have handled the issue.
There are exceptions, of course. It is never wrong to delete a negative comment when it is profane or derogatory. Negative comments come with the territory of being a brand, and while bigger brands may see more negative comments, each comment should be taken seriously and should be addressed. Always be monitoring your pages and always have a plan ready, and remember -- Most people just want to be heard! These comments simply help your brand grow because they bring attention to problems you would have likely not seen. So go out and face them without fear!
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