Social media is no different to the real world. There is the good and the bad. It is about people talking and connecting.
And as Oscar Wilde said, the only thing worse than being talked about is not being talked about. Or, in the words of the West Wing – if their shooting at you, you know you’re doing something right.
Negativity is part of life. How your business deals with it is what will make all the difference.
If someone has had a problem with your product/ service – how would you deal with it in your physical business? What would your customer service do to solve the issue? Your social media should not be any different. What do we mean by this?
Someone comments with an issue. If you ignore it, you are ignoring their problem with your business and therefore you are ignoring the relationship you have. When someone comes to you with a problem, treat them like a friend. Thank them for coming to you (how can you show them your customer service skills if the didn’t??) and solve the problem.
This might be asking for more information so that you can better assist them. It could be asking them to send you a private message so that you can get details/ sending them your details so that you can assist them off the platform. Personalise your message to them and their needs and show them that you value their loyalty.
Now, we all get those people who cannot be helped. Those who just want to take out frustrations on a faceless someone and will never be happy. You may know these people as ‘trolls’.
If you are faced with a troll all you can do is treat them like any normal customer with an issue. The more ‘hyped’ they get, and the more calm and helpful you remain, the more professional you and your business become in the eyes of other community members.
Remember, everyone can see the comments from both sides. If you community can see you trying to help, and the response of the troll if unreasoned and manic, you will be the one yoru community connects with.
It’s not about what is said, it is about how you as a business have helped or tried to help.
Have your say: Tell us about your experience with handling social media customer service