Handling negative comments on Social Media

Organizations are moving from traditional media to social media as they are realising the value in focusing on building and maturing relationships with their customer and community members. What is interesting is that the Facebook Communities that companies set up are sometimes bombarded with complaints and negative feedback. I came across this interesting article that talks about how such negative comments can be handled. Read it here

If you have dropped the ball, and probably even if you haven’t, here is the structure of an answer to any form of criticism on social media:

Thank and apologise
Don’t whine and don’t make excuses. Just apologise, and thank them for their feedback if specific details have been cited.

Outline what you are going to do to ensure this doesn’t happen again
Your customers would like to know that this won’t happen again when they use your product or service.

Outline what you are going to do right now to rectify the situation
It’s always best to do something to show that you are sorry. Be careful about openly offering any kind of compensation though, as you may be flooded with bogus complaints if you do that. Provide an email address or work phone number where you can be contacted to rectify things, or make some kind of offer.

Isn't this a useful article?. Based on my experience, I suggest that the solution to the problem shouldn't be posted. Also, please do not provide explanations on why that happened? (You have already acknowledged it). If the problem has been solved (and make sure that it has been), post a response that it has been fixed. Promise that you will make best attempt not to repeat this again. All the best.