What do you do when you’ve just received a less-than-complimentary Facebook wall postfrom someone who likes your business? The customer could have a simple complaint, or be so upset he’s gone on the offensive, making sure you and the rest of your community knows he’s angry. Your next steps are key to retaining not only the business of the angry customer, but the business of other fans who like your page as well. Here are some useful tips from the Social Media Examiner.
Respond no matter what
It’s vitally important that the complaints and issues your fans pose on your wall are addressed. Inactivity on your part will appear as though you’re trying to ignore the issue and sweep it under the rug. Being unresponsive does nothing more than incite more anger and increase the chance the user will come back with even more angry wall posts.
Moreover, your community can see that angry post. If you don’t reply, it appears as though you are unconcerned with customer support, which can be detrimental to your reputation.
Be patient and understanding
In dealing with upset fans, you must remember that you are closer to your industry, products and services than they are. What may seem like basic, common knowledge to you is often foreign to the end user. Take a step back and put yourself in your customer’s shoes. This can go a long way in understanding why he or she is frustrated. It may not be your company’s fault that the customer is upset.
Whether or not the fault lies on your end, a simple apology will go a long way in keeping the customer’s business. Instead of trying to figure out where the blame lies, turn upset fans into loyal customers by making their experience better.
Contact the Customer Privately
Sending a private message or email to the customer opens up more options for you to address his or her complaints. The goal here is to extend some sort of token letting the customer know you’re sorry he or she is dissatisfied with your company, and you’re willing to make it right. Whether that’s offering the number of the manager’s direct phone line or a discount off the next purchase, moving the conversation from public to private allows you to give the customer a personal touch that signals you care.
Read full article.
“Workzmarter not harder”