3 Things To Avoid If A Customer Leaves A Negative Review On Social Media

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Social media has evolved from being mostly a marketing platform to very quickly becoming adopted as a contact channel customers can use to get in touch with businesses in order to make complaints or enquires. According to J.D. Power, 67% of consumers have used a company’s social media channel for customer service.

This has made a company’s social media handle one of the most crucial aspects of the brand, as it is also directly in the public eye, in an earlier article i outlined reasons why brands need to have good social media presence (Read here). While it might be impossible to keep away negative reviews altogether, it is important that social media managers avoid making these 3 mistakes when customers leave negative reviews about their brand.

#1. Avoid Responding Immediately To Hateful or Undue criticism

Wait until you’ve calmed down. Such critique can be painful and if you respond in the heat of the moment you might be tempted to write something that you would regret later. Responding with a clear head will enable you to put down your response in a more professional and dignified manner.

#2. Never Post Fake Reviews In Attempt To Counter Negative Ones

This sort of practice will kill your brand faster than the negative reviews themselves. The chances are great that it would be discovered and the brand would have a hard time fixing not just the reputational damage, but also regaining customers trust. Check out this guide below on how to spot fake reviews.

Image: BostonGlobe.com

#3. Don’t Dwell On The Negative Review

Dwelling on negative review
Image: elcrema.com

Customer Reviews whether positive or negative are feedback. Feedback is only valuable when it is analyzed and acted upon. Dwelling on the negative feedback and missing out on the ‘hints’ to areas of improvement is a total waste of time and morale killer. Learn to be positive and always remember – It is never about you. (Read more – Why The Complaining Customer Should Be Valued)

See also  Why You Should Ensure A Positive Brand Reputation

 

Social media customer service when handled effectively can serve as deal breaker that connects a business to customers, it is also a great avenue to gather raw customer feedback, (some might sting a little); avoid making these 3 mistakes and you will be on the right path to improving your relationship with the customer base and ultimately projecting a strong, reliable brand image online 

 

Kelechi Okeke
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