Social media bridges the gap between a brand and its consumers. It builds relationship and keeps the engagement alive. Yeah sure, it is overwhelming to see people leave praises about your brand on Twitter, Facebook and other social media networks. However, there are still a few out there who have the courage to air their negative comments online.
1. Ignore negative feedback to some extent. Yes, it is a company’s responsibility to respond to customer’s feedback but if it becomes uncontrollable and trashy, then it is time to turn a deaf ear on them.
2. Delete negative feedback that go overboard. Facebook comments and tweets containing profane and vulgar words should be eliminated as soon as possible. Even though consumers may comment that your brand deletes comments on its Facebook timeline or Twitter feed, it is also a way of teaching them the value of respect and courtesy.
3. Use kind words in your reply. It will not do any good to reply offensive statements to another negative feedback. It takes a lot of patience to follow this practice but it is worth it. Furthermore, offer a possible solution to the problem posted by your consumer.
4. Offer a sincere apology and reply with a sensible message. Consumers online immediately know if replies are computer-generated or just written to appease them. Include the plan of action you will take in order to resolve the customer’s complaint.
Mistakes are inevitable but knowing how to deal with negativity in your company in the most favorable strategies will help your brand gain more followers — online and offline.