If your company faced any negative comments from an angry customer? How did you process it?
Contents
1. Negative Comment or Message Received
- Read the message twice & carefully
- Find the causes of the problem
- Find how can you help the angry customer
2. Take a Picture or Screenshot
- Create a perfect document about the negative message
- Can you share the document with the corresponding department to solve the issue
- That document may help the future similar problems.
Pro Tip
Maybe sometimes, vulgar comments need to be deleted
3. Don't Delete the Message
- If you delete the audience's negative comments your company may lose transparency & credibility.
- Always better to find the solution for the problem rather than delete the comment.
4. Don't Late
- Respond time is an important key factor in social media
- Most of the online customers expect a response within one hour.
- Let immediate the issue details about the corresponding team the give a proper or satisfying answer to the customer.
5. Keep Your Reply Neat & Cool
- Create a perfect draft for response
- Your response needs to keep good customer service basics.
- Make sure your response not only for the customer it also depends on social media followers.
6. Give Response
- Send your response to the customer
- If you ok for to ask sorry to the customer just say apologize
- The cool and detailed response makes your company brand and credibility increases
Pro Tip
Read your final response twice, ask yourself first that answer will satisfy the customer.
