No matter what industry you work in, there’s bound to come a day when you receive a comment or message on social media from an angry customer. Sometimes it may be a simple misunderstanding like they have the wrong company while other times it may be a problem that requires a solution. Either way, it’s important to have a plan in place that can be actioned when the need arises.
Here’s how to proceed:
- Read the message or comment carefully, taking note of any details that they might have mentioned like the person they have been dealing with, the department handling their request or what the root of their problem is.
- Take a screenshot to document the experience which can be used to train new staff to discuss how your service can be improved or how they would respond. It’s also easier having the original message on hand if a co-worker or manager would like to follow up on the matter.
- It’s important not to delete the comment or message as it gives your community the feeling that you have something to hide. While it can be frustrating, it is better to use the negative comment to publicize your good service and respond in a way that makes potential customers think highly of you.
- Timelines are essential, so make sure that you don’t delay in responding as it will only give the person who made the comment more time to get worked up and respond out of anger. Most social users expect a response within an hour of posting, so be quick to get feedback from the relevant department to provide a satisfactory response.
- Stay calm and level-headed when drafting your response by remembering the basics of good customer service. Keep in mind that your response will not only be seen and judged by the person who commented, but by your entire online community. It’s good practice to read your response aloud to double check that it does not sound mean, aggressive, rude – tone can often be mistaken, so make sure that you would be happy with the response if you were in their position.
- Respond by providing a solution or answering their query. Remember to be understanding and let the customer know that they have been heard, and that you are there to try to provide a solution that will change their overall experience. This is an opportunity to turn a disgruntled customer into your brand ambassador!
- Well done! You’ve handled that like a champ but don’t get ahead of yourself! It’s important to continue monitoring your social platforms to track any new activity regarding this incident.
Still worried that you’re not making the most of your social media platforms? Contact our team to find out how we help amplify the online presence of trucking companies!