Posted: Ben Hanzel|June 26th, 2019

Social Media Tools

How to Handle Customer Complaints on Twitter and Other Social Media


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Written by Ben Hanzel
Ben Hanzel is a Content Management Specialist for Best Company. If he’s not in the office, you can probably find him writing music or going to a concert.

Smartphone with Twitter

We live in a world where one customer with a smartphone can cost you a ton of business. Everybody on social media has a following of some sort, and what they have to say about you can be detrimental to your online reputation. 

Luckily, there are ways to manage your online reputation. Follow these steps and you’ll be well on your way to a great brand reputation, and more importantly, happy customers. 

Stay on Top of Things

In order for you to stay on top of things, you need to have social media accounts for your brand on all platforms and actively monitor them. This means going beyond just checking the posts you were directly mentioned in via a tag. Sometimes you may have been discussed without being tagged, and in those cases, a simple search can be really revealing. 

Make sure you’re also reacting quickly to any customer complaints. Being proactive and diligent on your responses can have huge payoffs in the long run. Many people care more about how the company responds to complaints and are willing to overlook the initial complaint if it's handled in a professional manner. 

Remember, when you get a complaint, don’t take it personally; be quick to take action and you’ll be in a great position.  

Be Apologetic and Provide a Solution

It can be hard to swallow your pride, especially when you’re not in the wrong. Whenever you feel this way, remember this: your objective is to defuse the situation, not to be right. You’ll find that in most cases, being apologetic and offering up a solution is the quickest and easiest way to do that. 

Avoid arguing with the customers, and if you do need to disagree for whatever reason, make sure you’re being respectful in the way that you do it. Remember that anything you put online is tied to your brand and reputation, so make sure it’s professional. 

Keep an Eye Out for Trolls

Let’s face it. Some people get pleasure and satisfaction solely through getting a rise from you and your brand. Don’t buy into those people, and don’t give them the satisfaction. Recognize them, report them, and move on. The legitimate customers with concerns are the ones that deserve your attention. 

Make sure you aren’t going out and reporting everyone that complains though; if it’s a legitimate concern, it’ll bode better for you to respond professionally. 

As long as you're following these steps, you should be set up for success when it comes to managing your online reputation. Brand reputation on the internet is really important these days, so if this is something you haven’t been doing, there’s no better time to start than today!

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