How to Handle Customer Complaints on Social Media?
How to Handle Customer Complaints on Social Media: The Power of Empathy and Storytelling
Fact: 97% of clients who are unhappy are not afraid to share it: blogs, posts, tweets, clips and photos, mostly unconfirmed, form split-second liabilities.
Fact: 93% of customers identify online buzz as the most reliable source of information about companies.
Fact: 70% of marketers recognise bad social press as the numero uno threat to customer loyalty.
Question: what’s the best way to react when dissatisfied clients go social?
When clients voice their dissatisfaction on social media, it's essential to respond thoughtfully to rebuild trust and mitigate potential damage. The best way to address such situations is by engaging with empathy and storytelling rather than sticking solely to facts and figures. Here's a summary of effective practices:
Empathise and Relate: Show empathy by acknowledging the client's experience genuinely. People respond better to responses that convey understanding and empathy, as it demonstrates that their concerns are being taken seriously.
Tell a Story: Respond to complaints by sharing your side of the story in a compelling and relatable way. Rather than simply stating facts or contractual terms, storytelling helps in forming a connection with the audience and can sway public perception in your favour.
Personalise the Response: If possible, the person involved should respond directly rather than delegating to a spokesperson. This personal approach adds authenticity and builds a stronger bridge with the aggrieved client and wider audience.
Showcase Empathy Over Details: The experiments referenced show that the expression of empathy significantly enhances the impact of storytelling. Focus on the emotional aspect of the situation rather than providing extensive, factual details.
Adapt to the Platform: Remember that social media demands concise, human, and conversational responses that align with the platform's culture. Make sure your response is appropriate for the audience and platform in question.
By employing these strategies, you can effectively address customer grievances on social media, demonstrating your commitment to customer satisfaction and maintaining your brand's reputation.
