Don’t Fear the Complainer
You can’t make everyone happy every time. No matter how good your products are. No matter how exceptional your customer service team might be.
So give unsatisfied customers a place to voice negative comments, writes social media consultant and speaker Drew Goodman on Social Media Today. Allowing criticisms to be posted on the brand Facebook page, for instance, provides complaining customers with a platform to let you know (and, yes, everyone else, too) that something is amiss. But how can that be a good thing?
Negative comments are opportunities for engagement.
A customer’s public complaint on social outposts, like a blog or Facebook page, also provides you the opportunity to react positively (and, yes, publicly) to rectify the situation. If done professionally and correctly, it will transform the complaining customer into an online influencer and let stakeholders know you care about customers.
Have you been on either end of a social media customer care interaction? What was your experience?