How to handle social media comments the right way

If you didn’t know, anyone can leave you a negative comment online.

Don’t panic if someone leaves a negative comment on Facebook, Google, Yelp, or any of the other platforms. Don’t panic, but have a plan. Because the day will come when someone will leave you a negative comment online.

If you don’t want to deal with negative comments, distracts you or you are super busy, this is a task that you want to delegate.

Reply quickly but consider the impact a post may have on your brand.

1. You want to reply quickly to positive and negative comments.
2. If you are deleting comments, please stop.
3. React publicly first, then take it privately.
4. Don’t post fake reviews about your product or brand.
5. Don’t post abusive content.
6. Don’t post misleading claims about your brand.
7. Reshape positive comments.
8. No problem is too small
9. Be proactive
10. Use it as an opportunity to stand out.

Having pre-made templates will help you and your team can use it as guide in crisis and non-crisis situations.

1. A customer wants his money back.
2. Someone left a negative comment on your Facebook page.
3. Asking for testimonials

In summary

1. Have a centralized document where you and your team can find all the important information.
2. Have pre-made template to use a guide when answering negative comments.
3. Reply quickly, no problem is too small, be proactive, consider the impact a post may have on your brand.

Here is another thing, customer service can always be improve. Read this post to learn how https://www.angelanderson.com/4-ways-to-solve-your-customer-service-problems/