When customers are happy with a product or service, they often remain quiet about it. They got what they wanted, and they are happy. However, they do not actually write positive and glowing reviews. Some do, of course, but most remain silent. When the opposite happens though, you can expect a fierce backlash. Customers who are upset will take up digital arms and head off to social media for a war with your company and they will enlist whoever they can find along the way.
What does this mean for your company? If you want to retain a positive reputation, it means that you need to understand just how to deal with angry customers online. Instead of looking at this negativity as a problem though, you can look at it as an opportunity to show how your brand shines and how you care about your customers. Here’s what you need to do.
The first thing that you need to do is make sure you are aware of the problem. You can’t monitor the world’s social media feed 24/7, but you can get some help from tools such as Google Alerts. These tools will let you know whenever someone mentions your company or products online. It will find both the positive and the negative.
When you see negative items, determine whether it is worth a response. If they are attacking just to attack, it is usually not worth your efforts. However, if someone has a legitimate complaint, you will want to act as quickly as you can to provide some help or resolution. Do not wait too long to respond, as negativity can spread quickly on the web.
When you are interacting with people online, make sure the responses you give are genuine and human. If you are putting out robotic, prepackaged responses, people catch on right away. They do not like it. You need to have a human at the other end of the computer. Also, if you are going to apologize for something, make sure that it is a real and legitimate apology, not just words. Again, customers can tell. Do your best to make things right, and you will find that most angry customers will settle down and the anger will dissipate.