So you've entered into the world of social media to find customers posting both positive & negative comments about your company. The question is how do you handle the negativity? Do you delete the posts? Do you respond back?
Kristen Simmons of the marketing firm Lightswitch, states "It's important to remember that by entering the social media world, you have encouraged existing & prospective clients to voice their opinions about your company." Everyone is now getting online to voice their opinions, unlike the old days where customers were mostly quiet.
So, what should you do to handle the criticism? Take action to Combat it!
Keep the negative comment up instead of deleting it, which could only make the customer even more upset. Respond to their comments in a positive manner and explain what your company is doing to make changes. Also, be sure to take down their information and provide to your customer care department so a manager can make contact to help solve any disputes.
In any case, make sure you are courteous and polite with any/all responses. Remember, the customer and the public are watching!
Source: Security Sales & Integration - Sept 7, 2012