Because of the nature of Social Media, it is impossible to control everything posted in your page and therefore, negative criticisms is hard to avoid. According to Helen Leggatt, there are 8 effective ways a brand can handle negative posts on their Social Media sites. The most important thing to remember is that the way Administrators reply to these messages will be public and reflect the business and the brand.
1) Create guidelines and rules around commenting on your page (be clear about the use of bad language and inappropriate content).
2) Keep calm and cool. Think before writing anything.
3) Reply publicly. This will show you are in control of the situation.
4) Keep replies concise. Stick to the facts, avoiding emotions and personal views.
5) Reply immediately. Often silence is taken as acceptance.
6) If necessary, reply privately. If after replying publicly, the person insists with the negative commentaries, you should consider dealing with the person privately.
7) Monitor the conversation and keep in touch with the customer until he/she be satisfied.
8) Ditch the trolls and spammers.
WHAT ABOUT YOU?
Have you ever been in any similar situation? How did you handle it?
1) Create guidelines and rules around commenting on your page (be clear about the use of bad language and inappropriate content).
2) Keep calm and cool. Think before writing anything.
3) Reply publicly. This will show you are in control of the situation.
4) Keep replies concise. Stick to the facts, avoiding emotions and personal views.
5) Reply immediately. Often silence is taken as acceptance.
6) If necessary, reply privately. If after replying publicly, the person insists with the negative commentaries, you should consider dealing with the person privately.
7) Monitor the conversation and keep in touch with the customer until he/she be satisfied.
8) Ditch the trolls and spammers.
WHAT ABOUT YOU?
Have you ever been in any similar situation? How did you handle it?
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