How to deal with negative comments on social media sites


If you are unlucky enough to find an extremely negative comment on one of your social media accounts (i.e. Facebook, Twitter, LinkedIn etc).  How should you deal with it?

Even if you have spotted it quickly, then the chances are that other have also seen it; in the case of Twitter, within moments of it been sent it could have been ReTweeted 100 or 1,000’s of times (and I bet that your competitors will jump at the chance to publicise it or capitalise on it in some way).
In any case, a negative comment from a customer or prospect is a negative comment and it needs to be dealt with fast.

Ultimately, Social Customer Service is all about immediately addressing your customers' concerns quickly.  Where possible you should immediately respond with a holding statement to let the complainant and anyone else that see’s the comment know that their concern has been acknowledged and that you are dealing with it.
If you haven’t got all the facts from the negative comment that has been posted then politely contact the complainant asking for more information on the problem.
You should plan to fully respond by the end of that business day, and absolutely no longer than 24 hours later.  Failure to deal with any problems effectively could mean that it goes viral very quickly!

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