People use Facebook to share just about everything. It’s a platform to share opinions with each other. But, not all posts and comments are positive. People share their negative experiences all over social media, and a few can be very nasty. When businesses receive angry customer comments on Facebook, their primary reaction is to delete the comment or simply ignore it. However, when people complain on social media, it’s important to respond to them immediately.
Many successful brands are able to handle their Facebook negative feedbacks and turn complaints into compliments by using strategies to deal with negative comments. Here are a few steps on how you can handle negative feedback on Facebook-
The first step is to accept the negative comments. It’s important that complaints fans post on your wall are attended. Inactivity from your end will appear as though you are trying to ignore the issue. Being unresponsive can encourage more anger and make the user come back with an angrier post.
Above all, your entire fan page community can view that angry post or comment. If you don’t acknowledge or reply, it indicates that you don’t care about the customer’s issue, which may be detrimental to your reputation.
The second step is to sincerely apologize. When something is wrong, the fastest way to be forgiven is to say sorry. When you take efforts to answer and fix the problem, users will accept the mistake and are more likely to forgive you once you assure them swift actions.
- Be understanding and patient
When dealing with unhappy customers, you need to remember that you know your products and industry better. What may look like general knowledge to you can be an unknown fact to the customer. Put yourself in their shoes. This can help you understand why they are frustrated. It doesn’t matter if it is or isn’t your fault, show sincerity and try to solve the issue.
- Contact the customer privately
Send a private message or email to the customer. This can open up more options for you to address the issue. Whether you offer a direct phone line or a discount coupon for the next purchase, moving the conversation to private helps give a personal touch while addressing the issue.
- Request customer to remove the post
Your Facebook profile is an integral part of your web presence. Your customer may be unaware of how important it is to your reputation. Once the customer is satisfied with the solution and happy for the time spent by you, you can ask them to remove or update the post.
Social media, particularly Facebook, is a double-edged sword. While you try to market your business on Facebook, you must make time to address the negative feedback effectively as well.