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Even when the social media managers are excellent at their work, they sometimes struggle to respond to various negative comments on the corporate social media profiles.
How would you suggest that they counter such issues? If you appreciate this question, please upvote it :)
It is essential to address negative comments on social media and make sure you adopt a positive and not defensive approach when replying to the comments. These comments may reveal weaknesses in the businness and will serve as a tool to improve it. A good solution is to get in direct contact with the person posting the comments, through email or phone and get a clearer understanding of their experience.
Social media is a very important platform to get feedback on how the market/Customers percieve my brand. Based on this data, i would personnally want to understand further why customers have a negative perception and invite them to our company or vist them at there point of convenience to solve the issue.
Negetive Comments are actually good for company growth as No one spends time to mention our drawbacks until he wants to make us better,Consider Negetive Response as loop whole in our system which user wants us correct so it should always be welcomed and a humble positive reply would definetly keep our customers intact, give us space & time to rectify our issues
I will apologize for the inconvenience caused and give the possible solution i can give but i will try to communicate to the customer personaly via phone, email or private msg. and sort the issue as soon as possible and once the customer is already satisfied i will convience him/her to give us a good feedback
By correcting the individual
I'll have to check if any of such comments were factual if it were, I'll be able to improve our services to suit the sensibilities of other customers that share thesame opinion, but if if the criticisms are are just moral statementsupport, I'll have to explain our difference and promote better understanding in that way I'll be able to convince them to reconsider such products and services
It is important to have what is called emotional intelligence, this way your responses to the negative comments will not present you as unprofessional. First, understand where the customer is coming from then apologize and find and a way to mitigate the situation without having to compromise the company's reputation.
I want to suggest if you are wrong commitment you aplologise and then take time to explain also careful.
