Imagine waking up to a notification on your brand page with a comment from your customer saying "You suck." Kinda ruins the mood, doesn't it?

People are often rude and disrespectful on social media. Especially when it comes to a brand they are not satisfied with. This is why when handling a negative comment on your social page, you should be wary on how to reply as it could lead to a great example or a disaster for your brand. Let us give you some of the tips and tricks to handle them without letting all hell breaks loose.

First things first, make sure a complaint is always responded and in the quickest way possible.

By replying quickly, it shows that customer service does acknowledge the customer’s issue and is looking into it which is exactly the perception we want from customers. Lack of response may give the person complaining the idea that the brand does not care about their customers. Your response should also be non-automated and replied in a friendly and caring way to give a positive outlook towards the customers.

It's okay to admit the fault

A complaint surfaces in the first place is because of an inconvenience towards the customer. Do not try to make an excuse other than apologising as it may make things worse. It is highly stressed that the customer service must also acknowledge and own up to the mistakes if it actually happens to be the brand’s fault. It is important to take ownership and responsibility in these situations as it can prevent customers from continuing blaming the brand.

Find a solution.

A very important thing to keep in mind is that when a complaint is being given publicly, be sure to give a response away from the public eye. This is to ensure that no one else gets to escalate things by joining in the conversation and to ensure the situation is under control.

Constantly monitor and take notes on conversations or feedback about your brand.

Feedback that are positive and negative plays a role in expanding brands to know whether the brands are doing a good job and for them to know what to fix if there is an ongoing problem.