Using Your Twitter Account to Respond to Negative Customer Comments
Managing the Twitter account – and other social media profiles – is now a part of any company’s daily routine. For the most part, the vibe is probably pretty positive, and it’s usually a relaxed task. This is a great opportunity to interface with your customers, to drive business to the website, and to create an excellent rapport within your sales demographic.
Occasionally, though, there will be the negative tweet about a legitimate problem with a product or service. And that’s okay. This provides an opportunity to be to show your entire buying base that you really do care about your customers and that you want to make it right.
There are, on the other hand, the trolls and the folks out there who simply need to complain about something. The way that each is handled is a bit different.
Assess the motivation of the tweeter.
If their objective just seems to be to add some bad karma to the world, don’t respond. This is true: Silence can be golden.
If the tweeter is a repeat performer, with no true objective in sight, press the “delete and ban” button, and carry on. Trolls need to take a hike. If you respond, they win. Engaging is losing.
If, however, the tweet is a legitimate frustration with a product or service that you are offering, now is the time to prove to the cyber world that you stand behind your product. Show them that you care. And then make it right.
Consider the following tips and suggestions to maintain the most positive reputation possible.
How do you sound?
Tone is the single most important element of your response. Do respond to sincere and legitimate concerns, and make your tone warm, mature, and professional. Stick to the problem-solving mode here.
Offer your contact information:
Once your customer has reached out, now’s the time to publically offer to make it right, but also offer your more private contact information. Sharing a phone number for customer service, an email account, or an address to which (s)he can write will provide credibility and sincerity to your response.
Engage with a question:
It’s the quickest and most efficient way to elicit a response. Ask “When is the best time to contact you?” or “Thank you for your feedback; I would greatly appreciate the opportunity to further discuss this with you. What is the best way to reach you?”
Sign with your first name:
Let your readers know that there is a real human being on the other end of their frustration or concerns. No one likes an automated system, and it is much more likely that you’ll easily defuse the problem once they know that a person is on the other side of the exchange.
Time is of the essence:
Reply to the undesirable tweet sooner than later. Don’t let that negativity sit out there in cyberspace very long without a response. There are two reasons for this:
- one tweet will pick up more tweets, thus more momentum;
- it’s better customer service to let them know they have been heard and that you’re “on it.”
Cheers to peace, good karma, and less squawking!
Author Bio: Valerie J. Wilson is a freelance writer for Reputation.com.