Social Media can be tricky, customers have all the leverage in these situations and you automatically put on the defensive. To navigate these situations smoothly we stick to 3 simple rules when interacting with customers.
1: Listen – do not simply hear what they are saying and begin planning your response, actively listen to their problems/suggestions/concern
2: Respond – Basic, but respond to both the positive and the negative. It can be natural to tread away from the negative reviews, but that only makes them standout more. Always respond.
3: Deliver on your Promises – Your reputation depends on your customer interactions, treat every customer as you wish to be treated.
Check-out our Pinterest page for some great examples from companies on handling difficult situations.
1: Listen – do not simply hear what they are saying and begin planning your response, actively listen to their problems/suggestions/concern
2: Respond – Basic, but respond to both the positive and the negative. It can be natural to tread away from the negative reviews, but that only makes them standout more. Always respond.
3: Deliver on your Promises – Your reputation depends on your customer interactions, treat every customer as you wish to be treated.
Check-out our Pinterest page for some great examples from companies on handling difficult situations.
