How to Handle Complaints Through Social Media

If your business currently has a social media presence, you may have gone through the dreaded issue of having a customer post a complaint on the wall of your business page. This can be incredibly disheartening and make you wonder if it will cause you to develop a “bad reputation”, but the truth is that you can (and will) get through it with great success. In fact, it is how you handle this roadblock that will give you serious points in the eyes of prior and future customers.

 

The Basis of Truth

Your response to a complaint on your social media platform will depend on the validity of the person’s claim. Was it true that your company made a mistake, or was negligent in some way? Determining this first will allow you to form a quick plan and be as graceful and humble as possible.

If the claim is true, you should write a response within no more than a couple of hours. It only will look worse on your part if you do not have a ready answer, as it will appear that you are avoiding the individual and the topic. Discuss it in a public forum, such as right on the same post. Keep your statements brief, and ask for clarification. Then, offer a solution that will be in the best interest of the customer. Even if he or she chooses not to take you up on your offer, you will have the advantage of looking like a professional and compassionate representative of your company.

Rise Above and Beyond the Expectations

Many individuals who write about their negative experiences with a company on social media do not expect to hear back from said company within a short period of time, if at all. If you give him or her the benefit of the doubt, be as clear as possible, and stick to how you can help to resolve the issue, you are certain to make it right with the customer. Also, you will serve to maintain your company’s solid reputation.