Social media sites give people from around the world a way to follow individuals and companies they find interesting. With a few clicks of the mouse, anyone get information about a particular business, including links to the official company blog. However, not all sources of information come from “official” channels.
Managing Customer Complaints on Your Social Media Platforms
The Internet makes it easy for anyone to post anything they wish about a company online. If a company wants to stay in business in this competitive global marketplace, it needs to make a point of putting its customers first. No detail is too small, and customers are certainly well aware that they can always choose another provider.
Unhappy Customers are More Likely to Share Their Experience Online
While one would hope that most customers are happy with their experience with your business, this group is less likely to post about their experience in blog comments or social media than customers who have a complaint. When a customer is unhappy, they may decide to bring it to your attention through the comments section on your blog or on a social media site. The worst thing you can do is to ignore it.
At that point, you are no longer having a conversation with the disappointed customer. It is being observed by everyone who lands on the blog or sees it on Facebook, Twitter, etc. Keep in mind that social media posts are public and get crawled regularly by search engines. The thread will remain in cyberspace for your current and potential customers to see. You will want to respond to the customer complaint in a fair and reasonable manner.
Responding Appropriately Doesn’t Necessarily Mean Keeping it Public
Your goal needs to be finding out what your disgruntled customer wants. Some customers simply were not happy about their experience and want someone to listen to them. Other people simply want to find out how to get a replacement product or obtain a refund. Those types of complaints are easy enough to resolve.
If you run into someone who will not be satisfied, no matter what you try to do to make the situation right, you can suggest that you take your conversation out of the public realm and go to e-mail instead. That way, you are minimizing the amount of negative attention your business is receiving and the customer’s concerns are still being dealt with.
At ReferLinks Online Marketing, we are firm believers that sticking together as a community is most important. Below you will find simple, yet effective recommendations