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:

  1. 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.
  2. Reply in a positive and empathetic tone.
  3. Offer an apology and ask how they would like you to help them out.
  4. Keep the conversation short and simple.
  5. Do not become argumentative.
  6. Try to steer the conversation to private channels. Offer to get in touch with the customer through phone or email.
  7. Do not delete the complaint, since it would indicate dishonesty and lack of accountability on your part.
  8. Maintain a level of professionalism, while being helpful. Remember, your followers observe how you respond to the complaint.
  9. 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.
  10. Take a screenshot of any comments posted, in case the situation requires legal attention at a later date.
Connie Conti
I recently graduated from Rock Valley College in 2011 with an AAS degree. My major is Office Professional.