Responding to negative feedback

Expectations for customer care on social media have considerably increased year on year over the past five years with a high expectation for businesses to respond to enquiries, issues and complaints quickly and effectively. This is due to an increasing percentage of customers wanting to fully resolve a problem when they’re engaging with a brand on social media. This means that a clear customer service procedure is vital for all companies of all sizes, from small firms to international corporations. HOW TO MONITOR? It’s important that all social media channels for a company are regularly monitored on a daily basis to pick up on any negative mentions and reviews. No matter what the complaint or comment, other users will not know the history of a situation and will simply judge your business based on the message and your responses. This is your opportunity to show your brand values, tone of voice and customer service to help reduce any negative exposure of your business. Responses that are not replied to can be seen by new customers as negative, which can impact your sales, viewings, or rental agreements. It is also important to note that you should not delete or ignore any…

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