{"id":2163,"date":"2017-05-09T11:44:31","date_gmt":"2017-05-09T16:44:31","guid":{"rendered":"http:\/\/www.stratospherenetworks.com\/blog\/?p=2163"},"modified":"2018-06-26T12:03:54","modified_gmt":"2018-06-26T17:03:54","slug":"respond-customer-complaints-social-media","status":"publish","type":"post","link":"https:\/\/www.stratospherenetworks.com\/blog\/respond-customer-complaints-social-media\/","title":{"rendered":"How to Respond to Customer Complaints on Social Media"},"content":{"rendered":"

\"social<\/a>Companies that utilize social media<\/a> give themselves an edge by tapping into the ability to directly communicate with their consumer base. Doing so creates a friendlier image and can improve brand strength tremendously when handled well.<\/p>\n

But, of course, direct communication has its drawbacks<\/a>. By exposing themselves to social media, businesses also open themselves up to negative feedback or complaints. When this occurs, it\u2019s critical to address the situation as swiftly as possible. One poorly handled message and a company\u2019s image can collapse.<\/p>\n

To help with this, here are some quick strategies and a set of standards to maintain when responding to customer complaints.<\/p>\n

Keys to Success
\n<\/strong>First and foremost, the team or individual handling social media accounts<\/a> should always respond in a professional, friendly manner. No matter how acidic the tone of the complaint is, maintaining the image of a well-run business is crucial. Even if the accusations seem baseless and needlessly hostile, never match this tone of verbal aggression.<\/p>\n

This is because a company\u2019s image is tied into how it handles these things. People will see how the company reacts. If it\u2019s a poor response, it can swiftly backfire.<\/p>\n

However, before creating a response, determine a few things:<\/p>\n