Social media
is the global asset in making this entire world a small global village. You can
connect yourself with the company you working for, your circle of friends and
your customers around in an instant no matter where or how you are. This
channel of connection is the strongest of all means to help market your product
and services, to set the trend with the time and demand. This is also why your
customers are the great influencers for the first kind of impression to your
company.
Every DO’s
and DON’T accounts to the impression you set in this universe of social media.
No matter what, YOU DON’T want your
company to set negative trends. A response to your client or customers is an
art of playing with the words; your words define the trend you are setting.
_________________________________________________________________________
Customer: Your group
of business is fraud and irresponsive. I bought your Car last week, with
handsome bucks thinking I would get the best services and accessories upon
needed. I have been trying to reach your group since few days as if the engine
started to overheat already; I barely got your response. . This is freaking me
out. Never visit to #......They are a fraud!
Company: Dear sir/madam, we apologize for the late
response due to some technical errors. Our customers are the special group of
people and we address them as our own family group, services and custom cares
are more than needed for lifelong we care for. Overheating of engine after such
sort distance can be caused by problems associated with the carburetor. You
need to check your oil and water level in your engine before you start your
journey, ever to be done thing to keep in mind for your kind information. You
must also make sure your car is serviced regularly to avoid problems in future.
Hope this helps. Is
there anything else I can help you with?
Customer: This is
unbelievable, your care advice and services are like those from the parents.
Most welcome, much appreciated.
_________________________________________________________________________
Responding negative comments is just like handling negative
turnovers with positive attitudes, playing beautifully with the positive words,
positive vibes. With this your product or services might be become one
of the most trustworthy and reliable one. Despite having the best customer service and
the best clients, you are still bound to get complaints.
In fact that is actually a good
thing. Customer complaints are Retention gold. To achieve long- term success in
your field, your business needs to prioritize customer retention. As Elbert
Hubbard says, “Positive anything is better than negative nothing”, so don’t shy
away from it. No matter how bad complaints you get on your media, make sure to
reply it in the positive way. If you happen to write or say something silly
that people call you out on, don’t shy away from it; just embrace the
goofballs?
-
Always remain polite and courteous.
-
Sincerely
apologize for any inconveniences.
-
Explain the
measures applied to solve the problems to solve and prevent it from happening
again.
-
Offer
partial or full refund without incentives.
As a business owner, build
meaningful relationships across all social media platforms. However, it is sometimes
difficult to know how to respond to these comments, and when to just let them
go, respond negative complaints in a way that reflects favorably on you and
your business. Plan campaigns significantly from one unified view in a way that
connects your market, services and sales teams directly to your customers in
real time. Adding up, here are few more tips for interacting with customers who
might not have the nicest thing to say about your brand.
But sometimes, no matter what you do,
it’s never going to work. So you just need to remember that not every customer
can be made happy with your words. Be optimistic and stay positive; the next
pleasant conversation is just around the corner. Moreover, customer complaints
are not always a sign that something is wrong. Think differently!
1.
Be innovative:
Discover
the ability to apply creative solutions to problems or discover new way of
looking at problems. Negative complaints are itself an art to successfully
navigating the treacherous path of social media commentary. In any business,
negative comment of your product and services is to be taken as your review or
feedbacks for improvements. As a whole, critiques are to be welcomed in
positive manner. Be able to assess and address customer complaints into a learning attitude,
correcting the mistakes before any disaster could happen. Ignite your
innovative skill and turn your complaints into an opportunity and focus on
being logical. Covering
up out of league- problems and finding new way of tackling them is an innovative way to hold up your
existing customers and influence the new ones. For an instant, if your customer
is really out of mind with your service or products, specifically go with the
response to address the burning issue. Sidewise, use supportive questioning
with a good vibes to dwell upon the mood swing such as “Is there anything
else wrong?”. “How else can I help you today?” These things support that you are ready and willing to address anything
else the customer needs.
2.
Respond appropriately; an appropriate response prevents
the situation being devoured:
There is
a good saying “short and sweet”, which is an appropriate thing. An appropriate
response is the most powerful weapon to settle your customers’ complaints if the
trend is alarming negative. Here with any of the negative complaints from your
customer or clients, just make sure not to take any of them personally and it’s
precise to let your response not get emotional and consider little things in
return. Give a proper attention to the major problem mentioned, focus on what
is being said and then come up with response in very professional, specific
way; which is an appropriate response. Start learning how to
handle inappropriate subject matter, such as saying, “Thanks for bringing up
the subject matter but this can’t be discussed in public”. An appropriate respond
is your professional comeback to the negative complaints made without being
negative on your own.
3.
Be brief and SMART:
In the
world of professionalism, being smart in the way of dealing with any sort of mind
and coming to the conclusion in a short time of enrollment is the precious art.
Being too cheesy with your clients/customers and trying to serve every little concern
on the social media isn’t going to help boom your company or satisfy your
customers. This is what in a world of words to the eternity; adjust you in a
brief, reasonable and logical chamber. Define your world of S.M.A.R.T.
S:
Specific
M:
Measurable
A:
Attainable
R:
Relevant/ Realistic
T: Time-
bound
4.
Consider comments as retention gold.
Your customer
comments and complaints are the basic guidelines to point out your faults in an
indirect way. Grab this opportunity to correct yourself and guide your brand to
the direction of advancement and improvements. These complaints are the
important parameters to grow your brand to another level of improvements. These
are the retention gold. For a long- term vision of successful growth prioritize customer retention. Old customers are worth up to 10 times the
value of initial purchase, six times easier to deal and sell to existing
customer versus new customer and seven times more expensive to acquire a new
customer versus retaining an existing one.
5.
Hire Someone to Do Your Responding
If you
are running a business or company in a large scale, it’s obvious to have lots
of queries and concerns between you and your customers. The FAQs and the trends
are to be answered in detail and updated with time. A professional person should
be hired then to review your brand page, reply the comments and FAQs and update
till date. Stay on top of interacting with the public and set a clear sense of
response to the comments in professional way with a social media manager, it’s
who speaks up from your page; your brand / company/ product or service.
The End...
#Kexplore/ Business Diary
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