You have been tagged in a message written by an unwanted or angry person. How do you proceed.
Step 1 – Message Received – Read the message carefully. What is the root of the problem? How can you help?
Step 2 – Take a Screenshot – It’s a good idea to document the message. It can be used for training or to share with a co-worker who might want to follow up.
Step 3 – Don’t Delete – Remain transparent with your audience. Deleting messages rather than addressing them head-on conveys you might have something to hide.
Step 4 – Don’t Delay – Timelines is key here. Most social users expect to see a response within 1 hours. If necessary, think through before giving a satisfactory answer.
Step 5 – Keep Your Cool 🙂 – Draft your response. Remember the basics of fine articulated message. Your response will be judged not only by the reader you’re conversing with, but by all your followers.
Step 6 – Respond – Send your response. If possible, provide an apology and a solution. This is your opportunity to turn a disgruntled reader into a brand evangelist.
Step 7 – Monitor
– Sometimes, inappropriate comments need to be deleted. If you find a comment to be derogatory, exercise your own judgement or refer to your organisations’s code of conduct.
– Reread your final draft before sending. Ask yourself if would you feel comfortable saying it to a readers face.
Congratulations! You’ve just managed your first negative social media comments. But just because you’ve addressed your customer’s issue doesn’t mean your job is done! Continue to monitor your social spaces to track any activity that happens after you’ve done your part.