10 Tips for Responding to a Customer Complaint on Social Media
Apart from calling an inbound call center, customers turn to social networking sites to vent their frustrations resulting from negative experiences with a product or customer service. How you respond to a customer through social media ripples through your customer base.
Social media is active 24 hours a day and 7 days a week, with millions of users browsing through each other’s status updates and tweets. With so many users online, customers posting complaints put a question mark on company’s brand image.
Here are 10 quick tips to help you turn the customer complaint into a rave review about your company:
- Always respond to customer complaints promptly. A delay on your part only aggravates a customer’s frustration and creates a bad impression in the minds of other readers.
- Reply in a positive and empathetic tone.
- Offer an apology and ask how they would like you to help them out.
- Keep the conversation short and simple.
- Do not become argumentative.
- Try to steer the conversation to private channels. Offer to get in touch with the customer through phone or email.
- Do not delete the complaint, since it would indicate dishonesty and lack of accountability on your part.
- Maintain a level of professionalism, while being helpful. Remember, your followers observe how you respond to the complaint.
- Consult your team leader or head of the department before responding to the complaint. Their experience and second opinion will help steer you in the right direction.
- Take a screenshot of any comments posted, in case the situation requires legal attention at a later date.