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So if an upset customer posts a negative comment about your brand on Facebook (Facebook Fan Page to be in specific), what are the best ways to deal with those situations? Is it okay to delete the comment?
Negative comments are just as important as positive ones. No one is perfect. If all you show are positive comments people will question the integrity of your site. Negative comments are an opportunity to acknowledge to customers that they are being heard. Professionally answer the negative comment.If it is a misunderstanding, dispel the problem by explaining the situation. If a problem did exist explain how your company rectified the situation and thank the post for bringing the problem to your attention. Customers want to be heard and appreciated. Negative comments open up dialog and can be used to your advantage to recognize the importance of customers and their opinions, showcase the virtues of your company or showcase products. There are select times when negative comments should be deleted. Some people post negative comments for the mere purpose of antagonizing and the comment has no basis; they are not looking for resolution, only drama. These comments offer nothing but clutter on your page and should be deleted.