Are you really handling social media situations as well as you think? The most common response here is “yes, of course” but chances are, you could be doing a whole lot better.
Kochie’s Business Builder’s Expert Luke Chaffey runs through the most crucial steps when addressing unhappy customers on social media.
Find out if you’re doing more harm than good on your business’ social channels…
Autogenerated Transcript: What Not To Do When Customers Complain on Social Media
If you’re using social media in your day-to-day life, you need to make sure that you’re ready for your customers to come through and potentially complain through there. It’s another channel that people are going to rather than calling, rather than emailing, they go into Facebook – posting, messaging… it’s another avenue. So you need to make sure you’re there for them if you’re willing to be.
Now the first one; you make sure you respond. Don’t leave a message just sitting there. People are expecting more and more these days, instant replies. You need to try and get there in the next few hours after they post. Be regularly maintaining that.
The next one: make sure you think before you actually say something. You make sure that you’re thinking before you react and that you actually are talking, not just in the moment not in the heat of the moment, but with facts and that it makes sense. The next one is don’t just assume what they’ve said is right and don’t assume what you have is right. You need to go through and actually investigate information behind it. Check our all their facts correct, are all our facts correct, who is in the wrong here? Make sure you’re not just assuming.
Next one, if it works, try to inject some fun and playfulness into your response. If it’s just a silly little mistake that you’ve made, make a little bit of fun. But if it’s a very serious accusation or a very serious complaint, it’s not the place to go right now.
Next one is to make sure that you acknowledge mistakes honestly. If you know you’ve made a mistake, why not just get it out there? Make everyone known to it and show that you’re willing to take that honesty and willing to drive and increase your knowledge from that.
Next one is to try and take the conversation offline. Where possible, try and divert…try and avoid having arguments on social media. It’s just a go-to place where all your future customers are going to come through and see this argument. Try and take that offline, get it away.
And the last one is to avoid utilizing automated or generic messages. People just sniff that out straight away and they’ll know it’s not genuine. You want to make sure that you’re coming through personal touch. Include some sort of personalization in the response back; whether it’s specific about that case, you need to get that personalization in so that they feel like they’re being heard.
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