If you are new to social media, then chances are, you have a Facebook Page of your business. However, there are situations when you may feel that it is highly unnecessary for your customers to know about your business's shortcomings. Well, if you are so bothered about your business's reputation, then the first thing you can do without is delete the post by your angry customers.
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| Dealing with angry Facebook fans, the right way |
When you are looking for ways and means to tackle the negative feedback, you need to be sure, just by deleting those comments, you are actually harming your business.
There are a number of companies which have made a turn-around by revamping their customer servicing policy. Here is what they share -
- Respond and ensure to make them feel wanted. When a customer sees that you are responding to his/her query, then that person will take notice of it. Ignoring a problem is never an option as you can do some serious damage since it gives out the message that you are simply ignoring the problem.
- Understand one basic thing - your customers and what they feel should be of paramount importance to you. Remember, your customers may not know about things which are so easy for you. Make your products and services as client-friendly as possible.
- Never try and settle the matter publicly. It is always a great idea to talk through messages and ask the upset fan about the details of the issues. When the issue is solved, simply ask your fan if he/she can remove the post altogether. Often, if a fan finds out that the problem is handled, he/she will remove the post as soon as possible.
- If you have a strong community, then give them a chance to respond on your behalf. In most of cases, it has been found that an angry customer who didn't know about some thing was duly informed about the problem by other members of the community.
- Finally, there arises a situation when a user just doesn't respond of the customer service attempt and simply turns hostile. You shouldn't allow those leveling expletives or racist remarks to mar your brand. Simply block that person for good.
So, how have you handled angry Facebook fans? Definitely not the angry birds approach, right? :D
Courtesy - onlinemarketingstrategynews.com
