How To Deal With Negative Comments On Social Media

How To Deal With Negative Comments On Social Media

Social networks have changed corporate communication a lot. While the advertising companies used to set the tone, there is now two-way communication. Anyone who enters into an essential dialogue with customers and interested parties should also be prepared for critical voices because they can be used positively. But it only sometimes sounds positive on social networks.

If you receive public negative feedback on one of your social media platforms, the first step is to classify the post: Is this a specific problem with your product or service? Then, there is a need for immediate action. This public post may make your company look poorly, but you can use the opportunity to demonstrate your customer service. The same applies to constructive criticism, which loyal customers can also express.

By choosing social media, you signal your willingness to deal with feedback. Such networks, in particular, offer a barrier-free space for this. Do not feel attacked, but rather try to learn from constructive criticism. This feedback can be worth its weight in gold when optimizing your offering! Have you received negative comments on your social pages or within a page of your website? No fear. In this article, I will explain how to deal with them without falling prey to panic or other emotional reactions.

Criticism: Be Open And Interested

Dealing with critical statements should, therefore, always be enjoyable, positive, and factual. A thank you combined with a reference to further processing of the information is the correct response to constructive suggestions. If a person describes an individual problem, it also makes sense to respond quickly and with a positive attitude. 

However, such cases can also be forwarded or referred to customer support. However, concrete actions should follow. If you don’t keep your promises, you’ll only get more criticism. Dealing with irrelevant and emotional complaints is more complicated. In such cases, react calmly and try to identify the core of the problem. If possible, always respond within a day, but still give yourself enough time.

Negative Comments? Here’s How To Deal With Them

Are you a social media manager? If so, you will indeed have had to deal with user comments. The community that you, with so much wasted energy, have helped to create is alive and dynamic. If so, it will be full of comments, especially if the topic in question is hot and simmering. Having viewed hundreds of messages or reviews every day, it is difficult for anything to surprise you. 

Of course, comments may not always be complimentary of your business. It is fitting that, from time to time, there are also criticisms from someone out of the ordinary for whom your product or service has created some doubts. Below are some valuable tips for moderating comments and fighting your way through the hostility of detractors.

Reply To All

Recently, the Facebook page published a post summarizing a speech by Marchisio regarding an attack suffered at his home by four thieves. The bar had dissected some points of the former footballer’s speech, making a summary. It was immediately controversial. Outraged users left hundreds of comments aimed at criticizing either the thieves or Marchisio’s opinion. 

The social media manager did not intervene even once and let users slaughter each other. Ignoring negative comments is never a good idea. The user may perceive the lack of response as a challenge and write a terrible review about you, with disastrous consequences for your business. So be careful to always reply to everyone.

Never Delete Negative Comments

There is nothing worse than censoring a negative comment just because it doesn’t align with your expectations. Remember that your role is to be the voice of the brand you represent, whatever you write. Always make sure to respond politely, and never delete comments. Don’t be polemical, and always be cautious and moderate in your answers.

Timing Is The Keyword

As a social media manager, you will have to take care of your community, constantly monitoring it. Remember that a user typically waits between 0 and 4 hours for a response. Brands take an average of 10 hours to respond. Whenever you deal with users, try to respond first to those who express a hostile reaction towards you.

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