How to Handle Being Criticized on Social Media

There was a time when customer service complaints were only made over the phone or in person. You’d handle the issue, and that would typically be the end of it. Even if it got around, it spread as word of mouth, not at the speed of social media. Nowadays, it’s easier for someone to upload a picture, make a post, or write a tweet than to come directly to you, so you have to be ready to address problems in a public setting.

The first step when dealing with an upset customer, whether face-to-face, on the phone, or online, is to listen to their concerns. Having someone stop and listen can make a huge difference.

If you come across a post, tweet, or review, read it carefully several times before responding. If you need more details, ask for them. Let the customer explain what happened and how they feel before you say anything.

Your business is your passion, and it can be tough to hear criticism. You might feel defensive, but try to resist that urge. The goal is to resolve the issue quickly for the sake of your business and the dissatisfied customer. Put your defensiveness aside.

Once you’ve listened and set aside any defensive reactions, it’s time to take action. If the complaint is public, your first priority should be to move the conversation to a private channel.

Reach out through a private message to get their email address or phone number. If that’s not an option, respond to the public comment offering help. If they want to resolve the issue, they’ll provide the contact info. Handling it privately prevents unnecessary public involvement in the resolution process.

Now, work on resolving the problem. This could mean issuing a refund, providing a credit, or replacing the product or service. Act quickly since any delay keeps the customer unhappy and potentially hurting your brand.

An apology might be necessary. Make sure it’s sincere and straightforward. Own up to your part without blaming the customer. Restate your commitment to quality products or services. An apology from a manager or owner adds more weight to it, showing that the issue was taken seriously.

Finally, follow up with the customer after resolving the issue. Depending on the situation, wait no more than a week after they’ve received their refund, credit, or replacement. Check if they’re satisfied with the resolution and listen to any feedback on how the situation was handled.