7 Tips for Dealing With Criticism of Your Organization on Social Media

(firmenpresse) - Not sure the way to deal with criticism or negative remarks of your company on social websites? Is the open nature of latest social media really preventing you from leaping on board?

Receiving criticism is not simple; it also can damage your company reputation. Nevertheless, criticism and feedback in an social and open forum also gives your company an opportunity to deflect and even earn you respect - if you handle it right.

Below are some steps you can take to manage criticism of staff, goods, or your company on social media and internet review sites.

1. Get Listening

The very first thing is making sure you hear what monitoring the social media sites where you have an existence is saying about you. Assess your Facebook page consistently, monitor your Twitter mentions and set up Google Alerts so you can track when your company is being mentioned online. You may also wish to check on Google Local your Yelp, Trip Adviser and also other listings for customer comments. Don't forget even or business, merchandise local community newsgroups. For instance, does home owner's or your neighborhood association have a web-based newsgroup? People could be reviewing local companies there.

2. If You Respond?

You may feel tempted to react instantly into a negative opinion as well as delete it. But negative reviews are not always worth an answer. Some posters may be negative just to get attention, or their comments are just so on the top and rude that responding to them will only draw attention to an issue that clearly is a one-off that no one else is aware of or. Occasionally it is just best to ignore these posts.

3. Don't Let Negative Opinions Linger

Social media does not wait for anyone. By chiming in early you are able to quickly prevent others while demonstrating that you value feedback and view from jumping in on the subject.

Tell the commentator that you hear them, even if you do not have an instant response, admit their complaint, and guarantee to investigate further.

4. Never Deny, constantly Admit

Accept that the customer is always right and acknowledge it and investigate to get to the cause of their opinions or criticism. Where did your company go wrong? Was it a simple mistake or can you need to make changes internally? Averting feedback or criticism may return to bite at you.

5. How to Apologize

Apologize sincerely in case you realize that your company has really been in the wrong or you've let your visitors down. Admit that you've investigated the criticism. State clearly that you just repent the poor service that the customer has received (i.e. you understand what a pain it is when things do not go as expected), mention it as a lesson learned and let everyone know you will take steps to ensure it does not happen again.

Above all, prevent formal language. Take off your sales and marketing hat and be individual. End your posts with your name, hence the complainant knows who they are dealing with. Be conversational: "I'm so sorry you had this encounter. We are going to look into this matter further."

Ask the client to email you so that they can be either reimbursed by you or perhaps offer a discount. Be sure to follow through on this, keep an eye out for the email and respond rapidly.

6. Take the Dialogue Offline

Should you want more info or truly feel this conversation would be better served offline, ask the complainant to contact you directly via phone or email. Make this the exception rather than the rule - and only get it done after you've openly admitted or apologized for any problems and restated your dedication to customer service. The aim here is not putting the fire out out by taking it offline but offering an open invite to continue the dialogue further and address the complainants' unique concerns. It's a strategy that works.

7. The Bottom Line

Demonstrating your dedication to customer satisfaction, when your company reputation is on the line - and backing it up with activity - is a necessity. Ironically, one unhappy customer converted back into a loyal fan of your company could be far more influential in the word of mouth driven world of social media than one joyful customer can be! Go ahead, embrace comments otherwise or negative - you might just win even more fans!

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Bereitgestellt von Benutzer: Nicolea23
Datum: 23.07.2015 - 14:37 Uhr
Sprache: Deutsch
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