As a brand or a famous social media sensation, it is not uncommon to receive negative feedback on your accounts. Facebook pages even have a separate section for reviews, where users express their opinions and share experiences associated with the brand. While the positive reviews can make your brand grow, negative reviews can have the opposite effect and might make you lose followers. You can also Buy Real Facebook Likes to increase followers. However, the platform where negative feedback has a very strong impact is Twitter. Due to its dynamic structure and user experience, there is more potential for negative comments to spread quickly on Twitter and harm the brand reputation. Nonetheless, responding quickly and appropriately to these comments can help increase customer retention and loyalty. Here are some tips on handling negative feedback on Twitter.
Analyze and Understand
We understand how frustrating it is to see an unwanted and negative tweet that is addressed to your account. However, you need to realize that you cannot take the comments personally. Don’t be hasty in responding. Instead, take a step back and think for a few minutes. The last thing you want to do is respond in angry tone and lose your followers. Take a couple of minutes to analyze the tweet and figure out what are they really upset with and what can you do to solve the problem. Gather more information about the issue. You can even look at their Twitter profile to see if you can find any additional context of their conversation style and what is important to them.
Also Read: 5 Simple Ways To Generate Leads On Twitter
Respond and Apologize
Even if the tweet is unwarranted and unreasonable, you will have to put yourself in the customer’s shoes. The reason they took out some time to give negative feedback is because they believed they have been wronged somehow. To have a customer or client feel that way is a big deal for a brand regardless of the reason. The best way to deal with it is to respond and not ignore. You can reply with an apology and ask for more details if required to correct the situation. Here is an example of how to respond: “We are sorry for the inconvenience caused. Please DM your username so we can take a look and work on this for you.”
However, if you can keep the interaction public then try your best to do so, because you do not want the customer to feel like you are trying to hide the complaint. While the apologizing usually works, often there are cases when a customer is complaining about a procedure or process. In these situations, sending an apology is not enough. “We are sorry but that is our policy” does not sound very good. Avoid the words like ‘policy’ and ‘procedure’ as much as possible; instead, outline the reasons behind the policies if you can. A good example of this is: “We are sorry for any frustration, but this is for the security and privacy of the customers’ information.” When you explain the reason behind the undesired process, the customers are more likely to be understanding and willing to work with you, especially if it for their benefit.
Address and Resolve
Another important thing is to follow through on what you promised your customer to do. For instance, if you have told them you will look into the situation and resolve the issue, then make sure you do that. In addition to this, you can even follow up with a customer delighter if they had a bad experience, such as a discount coupon or a giveaway. This gesture of goodwill will assure them that you took the matter seriously. If the interaction is publicly visible, then you are making a good impression on any person who visits your Twitter profile and sees the interaction. Customers are often looking for exemplary experiences with a company before transactions. Hence, if you really think about it, a negative tweet can be an opportunity to show people how authentic and responsive your brand is. Twitter is a fast-paced network; the faster you address and solve the issue, the better it is for your reputation. If there is an issue that cannot be solved right away, you should still respond quickly in some form. For instance, you can simple reply with: “Thank you for your feedback. We highly appreciate it!” This shows you have acknowledged the complaint and you care about your customers.