In today’s increasingly digital world, online reputation management forms an important part of corporate communication work of businesses. It is then important to be equipped with the right tools and strategies when engaging with your clients, customers, merchant partners, the authorities, and the general public in this landscape.
Below is a list of best practices when dealing with complaints on your social media platforms.
Listen to what is actually being said. As in most of our day-to-day conversations, it can be pretty easy for the message to get lost in translation because the recipient focused on how it is being conveyed. When you are an online community manager, you cannot afford to commit this mistake. Do hone your skills in reading between the lines and knowing what the other party is trying to say. While you should not condone impolite or downright abusive language, be perceptive and welcoming of constructive criticism.
Ask for clarifications. For you to be on top of everything, you should strive to know everything. Do not hesitate to get the big picture by asking clarificatory questions. What exactly happened? Who is involved? What time and where did this happen? Is anyone hurt or offended? What is their chief complaint? What do they seek? When you know who is at fault and the true extent of damage, you will be able to make informed decisions. This stage need not be made public, however. It’s best if you can release an intial statement promising swift action, get in touch with the complainant in private, and release a final statement with details once everything has been fixed.
Deliver a calculated. If you do find your company and your people to have been the responsible party, do deliver a sincere apology. Monitor the extent of the damage to determine the best channel for your statement. There should be just one official source of responses, and all other parties – especially your employees – should refer to this official statement. Explain how it happened, and how it was certainly not intended and are an exception, not the rule. Do not blame the victims, and express your commitment to offer better service next time. Follow up with the complainants after some time, to know if their concerns have been adequately addressed.
To find out more ways to boost your company’s online reputation, get in touch with experts in digital marketing and reputation management today.
