Many companies are scared sh*tless to use social media because they are afraid of what their customers will say about them. The truth is that these days, no matter if you are using social media or not, you can’t escape bad reviews and comments about your biz. The best thing to do is to know how to handle customer service situations on social media so you can tackle any challenge that might come your way and that could ruin your rep.
Here are 5 of my favorite tips to handle the good, bad, and ugly when it comes to customer service on social media:
1. Tackle The Problem First
If you know your site is going to be down or that your warehouse had an epic shipping failure, own it up on social media before your customers even find out. Your customers will be thankful that you were honest and let them know about the problem before they figured it out on their own, and chances are your honestly and ownership will keep your customers from giving you a bad rap online.
2. Answer Up to All Negative Comments Publicly
The worst thing you can possibly do when a customer leaves a negative comment on your Facebook wall or tweets something bad about your biz is to delete it. Chances are your other customers who are connected to you on social media already saw it, and if you do delete it you could irritate your unhappy customer even more, which could cause them to do more damage online. Confront the situation publically in a professional way. If you messed up, own it and make it right! Whatever you do, do not get defensive or mean. This will do way more harm than good.
3. Show Gratitude for Your Fans
If you strive to be exceptional. your customers will tell you how much they love you on social media (and it will feel great!). The best thing you can do is thank your customers and acknowledge their kindness, which will be a customer service win they talk about with their friends for years to come.
4. Share the Love
Every time one of your customers or fans shares their praises on social media, take a screen shot of their post and use those screen shots on social media to share as testimonials. This works the same as word of mouth marketing and will cause other people to think your company and customer service is top notch (plus it will help to ward off some of those not so nice comments because most people would be afraid to stand out as the only angry customer you may have online).
5. Listen to What Your Customers Are Saying
Social Media is a great sounding board to listen to your customers. Take their comments and feedback seriously. If you find that many of your social media fans are telling you something about your business that can be improved, don’t shrug it off. Listen and do what you need to do to make things better. Use social media as a platform to tell your fans, followers, and friends that you are working on making changes to how you operate (or what have you) based on their recommendations and you can’t wait for them to experience the new you for themselves.