Established in 1938, FPRA is the oldest public relations organization in the country. FPRA is dedicated to developing public relations practitioners, who, through ethical and standardized practices, enhance the public relations profession in Florida.
Thursday, September 17, 2015
Social Media Corner: Turn the Negative Around
Social media channels have proven to be an
effective way to communicate with clientele. From rating your business on
Google to leaving a review on Facebook, social media has empowered customers to
be your biggest fan or your biggest critic. So what do you do when a customer
posts a negative comment about your client or business? Knowing how to respond
appropriately can help you resolve the situation and keep your online
reputation from being tarnished. Here are five tips to help you handle negative
Keeping track of comments on your company’s social media pages and review sites
needs to be a priority. The quicker you see a negative comment, the faster you
can take the necessary steps to handle the situation.
2.Train social media
managers appropriately: When training the person who is in charge of
responding to online comments, be sure you provide them with the same tools and
expectations as you would a customer service representative. When working
online, it is easy to forget that we are dealing with a human behind the
username and computer screen.
3.Keep calm and stay
focused on resolving the situation: No one likes to read negative comments and
your first instinct is probably to get angry, defensive or just delete the
comment altogether. These tactics will only give more validity to your
customer’s complaints and will not help to resolve the situation.
the complaint publicly, but make further conversation private: Quickly
acknowledging the complaint will appease the customer by letting them know that
they have been heard and it will also greatly diminish any damage to your
company’s image. Simply apologize and let them know that you are going to take
care of the situation and nicely ask them to contact you privately to discuss
their concern in further detail.
inappropriate or invalid complaints: There are situations when acknowledging certain
people’s complaints is not going to get you anywhere. From disgruntled former
employees to anonymous users who are just looking to get a reaction, sometimes
it is better to not engage. If you feel a review or comment is offensive or
completely invalid, delete it and report the user and the comment. If you are
able to, block the user from your page.
Receiving criticism in any form is
never easy, but taking these few steps when responding can turn a negative into
a positive for your company.