The 3 rules of responding on social media

Chelsea Craig

Chelsea Craig

respond to negative online customer reviews
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.
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