What is the first thing a customer will do before any purchase? They tend to read a review from old customers and that affects directly whether they decide to buy the product or not based on good customer service. The natural and actual tendency is adopt a defensive stance and become an angry customer.
Nowadays we can find this kind of customers everywhere, and social media has become one of the first places to deal with and release this feeling. It is important to know Social media is a tool to build credibility and a good or bad reputation for your company, and it will be crucial to the interactions you make.
Of course, when we get a complaint to our company we have to be ready for any inconvenience. That’s why we will tell you how to deal with these experiences and solve and improve all your communication skills.
3 steps to having positive outcomes online with angry customers
1. Empathy
Even though we are answering like we are the company, always talk and write to your customers like a human being, the empathy is critical in these kinds of situations where the customer is facing a company but instead of screaming at the company introduce yourself as a real human being and issue an apology. The first approach is gonna be the most important and will help you to clarify the issue and try to erase some of the anger.
2. Be quick
The importance of quick responses is essential in this situation, a quick response is a good response. But, not all the time, you have to keep in mind and be as much as fast and polite as possible.
Quickly responding will show you are listening to the customer and you care about them, it will also help to solve any issue before things escalate and affect the image of your company publicly.
3. Know how to listen
Offer a real apology and never got into a fight with the customer, remember, good reviews and bad reviews will influence other customers and the best way to handle this is always to solve the issue in the best way possible. Encouraging positive solutions on social media will also promote your company as good customer service, no matter what problem they have.
- Always keep an eye on your social media posts and comments
- Manage those posts and comments with angry customers always on time
- Set up Google Alert notifications for specific words or your Brand Name