Love, Anonymous. An Investigation into Handling Negative Facebook Comments

Whether it’s face to face, over the phone or via the internet, negative criticism is inevitable when dealing with customers. And yet more recently social media has taken this long standing issue and made it easier for customers and harder for business owners.

Now a customer can comment anonymously with the security of knowing they are safe behind their computer screen with the liberty to say whatever they please. At the click of a button, one comment could destroy the face of your brand. And if it is not resolved quickly and appropriately the issue can go viral. Clearly the art of dealing with negative feedback online is one that requires practice and patience.

Each comment is going to have a different angle and issue. Sometimes your customers will be totally off the mark, sometimes it will be half-half and sometimes it will be true. Each of these situations will require a certain approach to ensure the issue is resolved. However, the basics are to acknowledge the feedback, apologise – or in the circumstances that they are wrong, gently correct any misunderstandings – and finally, take the conversation offline.Most importantly you should aim to put in place a system for responding to less-than-friendly feedback.

Be prepared and respond quickly. Be proactive about creating a positive online customer service environment. And finally, be aware of your brands online reputation by reading what is posted on your Facebook and Twitter pages and set up systems like Google alerts.Evidently there is no clear path to success when dealing with negative feedback on social media but once you master the skill, you can ensure a positive face to your brand.

#socialmedia #facebook #pr