Give a Digital Smile That Shines
Posted on 09/19/2011
You’ve heard time and time again that your organization should be interacting on Facebook and Twitter, and even posting regularly on your blog. If you are, you’re heading in the right direction.
But what do you do when you receive a negative comment on one of these outlets?
It doesn’t do you any good to delete every negative comment you receive on your social media outlets. If you do, you’re not being transparent—and that can hurt you in the long run. Keep the posts, and be aware of what you can do next.
It might be a customer who’s having issues with a product or service you provide, or someone who hates the world and is bringing you down with them—but it’s important that you leave a comment in return.
You need to remember that customer service isn’t just for your team on the phones. With the rise of technology, and how much time people spend on the internet, providing good customer service online is key.
These commenters might be taking you down with them, but when you kill them with kindness—you’re the good guy. Having that digital smile on doesn’t necessarily mean you should admit you’re wrong in any circumstance, but being helpful addressing needs and possible mistakes will show that you’re reliable.
Don’t take social media for granted. It’s a great way to extend that amazing customer service you tout. When you get those negative comments on your pages, don’t back down. Be transparent, helpful and get a conversation going. Sometimes even your biggest fans will jump in and help you by making good comments against the negative feedback.