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How can I handle negative comments on social media, when it comes to customer service?

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Question ajoutée par nisreen essam , Personal Assistant , Salem Travel Agency
Date de publication: 2016/05/19
Utilisateur supprimé
par Utilisateur supprimé

Thanks for the invitation

 

If it is your personal account so you can deal with it by different ways one of them is to delete it to prevent the headache and  nervous

 

but

 

If it is a business or an official account concerning marketing of products and services Of course, every case is different, but here are some principles to guide the way you deal with negative social feedback as mentioned by  Xabier Ormazabal - Director, Product Marketing.

 

You can’t react if you don’t know

Be quick to acknowledge

See it from their point of view

Take it out of the spotlight

Say sorry when it’s your fault

Don’t feed the troll

 

For  more details you can check this useful link

http://www.salesforce.com/uk/socialsuccess/social-customer-service/6-ways-deal-with-negative-social-media-comments.jsp

 

 

 

Omar Saad Ibrahem Alhamadani
par Omar Saad Ibrahem Alhamadani , Snr. HR & Finance Officer , Sarri Zawetta Company

Thanks

Simply , Delete it ................

Saud Bin Hussain
par Saud Bin Hussain , Digital Economy & eCommerce Development Manager , Monshaat (SMEs Authority)

Take them to a private conversation where you will understand the issue and solve it, or at least make the user feels valued

Abdul Rahim
par Abdul Rahim , IT Network Administrator , The City School ( KAPCO Chapter )

Social Media has become so common and favorite source of getting knowledge and entertainment. But every thing has its disadvantages too.

I think negative comments are common on social media. We no need to take them in serious way. if someone is doing this activity, just block him/her 

Ataur Rahman Qazi
par Ataur Rahman Qazi , HR & Training Consultant , Qazi Ata HR Consultancy

I will not suggest you to comment on negative views. Your comments may be viewd by many more. And such discussion will further bring your weakness if any to lime light. Ignore it.

Vaiyapuri Gopalakrishnan
par Vaiyapuri Gopalakrishnan , Manager - After Sales , M/s Saud Bahwan Automotive llc

Thanks for your invitation, Agree with experts answers.

Utilisateur supprimé
par Utilisateur supprimé

There is no right or wrong technique when facilitating negative outburst via social media. Just keep your head steady with facts with some cynical remarks meant for humor and avoid pointing fingers. Remember, social media is a fickle public forum with everyone is thinking as a judge. Stick with your facts (accurate as possible, of course) and you will just fine!

حسان احمد إبراهيم فقيشه
par حسان احمد إبراهيم فقيشه , مدير تجاري , شركة زاهر للتجارة والخدمات

If a customer has clearly crossed the line and you’ve issued a warning, it’s okay to hit delete or block that person

Prabhatt Misshra
par Prabhatt Misshra , Corporate Trainer , Yeshashwi Bhav Training & Management Sol. LLP

Social Media have two major factors in terms of Negative Comments:

Reasonable Comments

Useless Comments

I did not mentiond "Negative" because "whatever we do not like goes directly into the charrity box of negativity".  We must understand the thin line between both the mentioned comments, because Reasonable Comments will have almost a valid point with their suggestion, but Useless comments will almost  have comments & comments rather than any Solution. If you encounter such comments try to avoid them and comment only on those which you think have some validity.

 

 

mohammed negm
par mohammed negm , مدير مبيعات , مؤسسة أطياف لتجارة المواد الغذائية

 

I agree with Mr  omar  answers, thanks for the invitation.

Bassam Ali Mohammed Al-mamari
par Bassam Ali Mohammed Al-mamari , مساعد الرصد والتقييم , برودحي سيستمز

thank you for invitation>

we can deal with it depends on the situation>

 

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