Comment pouvez-vous gérer les commentaires négatifs sur les médias sociaux sans nuire à votre réputation?

Empathy is very important. Always thank the other party for expressing their concern as it is an opportunity to help us improve something about our product and services and we appreciate them for that. It not only shows your customer that you're willing to help but shows others as well that as a company, we're open to criticism and make our product and offering as better as it could be. No company is perfect but the effort to be one really counts.

Show Empathy, Acknowledge The Receiving Of Comments, Assure The Contributor That Their Concern Will Be Dealt Swiftly And Full Effort Will Be Taken To Resolve The Issue, Having All Concerns On Board. Ask Them To Come In Direct Discussion, Show Genuine Response To Resolve The Problem.

Making an individual feel heard is an important first step. Acknowledging the comment, paraphrasing it followed by an apology that they were made to feel negative, for example “regret you feel this way…” offers validation to the expression of comments and demonstrates openness towards comments of all kind - negative or positive.

I have had first hand experience with this on social media and the best way to handle negative comments is by staying calm, acknowledging what has been said, and responding respectfully. Encourage constructive conversation, consider sending a private message, and use humor when appropriate. Set boundaries for abusive comments and learn from feedback to enhance your reputation.

I really don’t think you can, as ultimately people will make up their own minds. It’s crucial that you just keep doing what you’re doing, keep the bar high and always just be honest. I’ve experienced a real hard time (trolling & abuse) as recently as 6/7 weeks ago on Social Media due to my football involvement and to be completely honest, it’s not something that affects me. My performance will be evident & judged in my football role through my delivery. In terms of my own business and service delivery/reputation, if this is ever criticised, I’d always seek to find out if these views are credible or not. If not, I’ll happily challenge them & keep my responses factual & accurate. Even fake profiles have an opinion unfortunately.

Before offering any solution, understand the issue in detail so you can pass-on actionable information to the right department. It shows that the company also interested in learning from mistakes.

It is crucial to approach negative comments with a neutral standpoint & strive to understand the other person’s PoV. Different strategies can be used but always combined with empathy. Acknowledge & outline the corrective measures. Share perspectives without commenting on the person, instead focus on the topic. Question the rationale behind the feedback for a better understanding of concerns. Propose an offline conversation If the comments are highly specific. Consider if it is necessary to respond, delay, or ignore the comments. options are limitless but needs to be positive and constructive. Focus should be on delivering on OUR PROMISES and STAYING TRUE to them. This goes a long way in building trust and confidence in our brand!

I see many companies offer to take the solution 'offline' by asking the customer to email them. This can mean two things, 1, the customer is a risk of falling into an email black hole, making the situation worse and 2, Anyone else who has had a similar issue can;t find the answer. If appropriate i.e. technical challenges, keep the responses public, clearly for anything with a HR context this will need to be handled in a different way

A solution for one may not be the solution for all. Agree that making promises sets you up to fail so only say something you can deliver on quickly

In my years I have found one of the best teachings of my mentors has been to listen more than what you speak ....listen with intent to create a visual understanding of what others are telling you ..this visual blueprint you create is the formula given a missing variable which is your task to make whole providing the missing link to provide a solution to make the overall circumstances no matter how complex find the answers your clients may have been searching for all along .... " you have to listen Louie " - Mr. Richard D Gidron (RIP) first black man in NY to be awarded Cadillac and Ford franchise in NYS . 🤝

I’ve always tried to resolve the situation then asked the customer to either update the feedback or to remove it. I think that ensures the customer experience stays intact but also gives validation on both sides.

I disagree that taking it offline is the right way to go. It's quite rare that a single problem is unique. Where possible deal with it in an open way so you stand a better chance of solving multiple problems in one

If the issue requires more in-depth discussion or resolution, it's best to move the conversation to a private channel. Offer to continue the conversation via direct message or provide contact information for customer support. This shows that you are committed to resolving the issue privately and demonstrates your professionalism.

In terms of taking topics offline it is important to maintain your professionalality and own authentication of who you are , there are boundaries in which you may want to discuss issues with a private subject matter in which has no business being discussed in a public forum and must have a special care to others lives , views and goals out of respect . Always be mindful that we all do not see things the same and perhaps to understand better and communicate we may reserve to offline discussion for a better understanding .

Fully agree, take it offline. No need have long useless discussion back and forth. You shall acknowledge something happened and offer personalized help to the person, not to the viewing audience.

Try to learn why someone feels a negative way. Thank them for their opinion or any feedback they are willing to provide you with so you can avoid making others feel or have the same negative experience as that person.

There is no shame in a scripted response. It's better to have a consistent line of communication than have multiple answers for the same problem

Learning from experiences is where the rubber meets the road. Documenting and standardizing the key takeaways have two-pronged benefits. 1.) Efficient Future Response: By classifying feedback and having effective solutions we can reduce turnaround times and provide targetted solutions. 2.) Pre-empting Customer Issues: Predicting and mitigating customer pain points is what we generally need to build towards. There are various effective design frameworks that help us execute this.

Social media managers and teams can effectively monitor and moderate negative comments on company social media channels by implementing a systematic approach. This involves regular monitoring using social listening tools, setting up keyword alerts, and prioritizing responses based on the potential impact of comments. Consistent enforcement of moderation guidelines and maintaining transparency with your audiences are key components as well.

Response to the comment as soon as possible Don't delay Apologize to the client and take responsibility. Even if the comment is unfair, it's important to apologize for any inconvenience caused. and appreciate their feedback.

Dealing with critical remarks on social media can indeed be quite a daunting task; however, by adopting a strategic mindset, you have the power to navigate these situations skillfully without jeopardizing your standing. Each negative comment represents a chance to exhibit your brand's unwavering commitment to exceptional customer service and the resolution of issues. Through timely, empathetic, and polished responses, you can effectively handle adverse feedback on social media platforms while safeguarding your reputation.

You can reframe a negative as long as its done with sincerity. Seize the opportunity to hear feedback. Take the time to listen. Find a solution and then share the outcome if it's appropriate. Always consider feelings; beware knee-jerk reactions and a dismissive attitude.