How to Deal with Negative Comments on Your Social Media Channels

Via socialmediaweek:

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The process of developing a social media policy gives you the opportunity to reflect on and organize your external voice and communication values across the entire organization, so it can be a great process to go through. Your social media policy should also outline how you will deal with any negativity across your social platforms.

There are a few simple steps you can take to deal with upset, angry and disappointed customers, who choose to express themselves on your platforms.

It may seem a bit scary and you may just want to run and hide and pretend it’s not happening. Or you may feel offended, especially if you work hard to create amazing customer service experiences for your customer. But people have bad days, problems occur and customers get upset.

If you deal with the issue quickly and respond accordingly it doesn’t need to be a major disaster! With that in mind, you should consider these principles »