We all know what it’s like to have a bad day. Some days it may be because of the weather; other days it may be because of a bad customer service experience. Nowadays, when people are mad about something, they take it online. Negative Facebook comments can both hurt and help business, depending on how you handle them. Below are some facts that will help you address negative comments on Facebook.
1) Don’t delete a negative comment unless it is filled with inappropriate language or is otherwise offensive to readers.
2) Don’t ignore the comment but don’t spend too much time apologizing or trying to make everyone happy.
3) Do not get into comment wars with potential trolls (separate actual customers from those who are there just to bother).
4) Invite anyone with a complaint to take it to a private message or off your wall.
5) Try to help the customer in the private message by offering them some sort of deal.
6) Only apologize if you are certain you cannot rectify the situation. Apology should be in a new status update and not in the comments.
Keep in mind this question: “What customer service do I myself expect?” We are all costumers in some way. Keep it consistent from the store to online.
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