You’ve heard of the term “Cyber bullying” on a personal level, however with the rise in social media engagement it is quickly becoming more prominent in business as well. The relationship between customer and business on social media is taking the place of a one-on-one phone call when it comes to customer service, so monitoring your social media pages should be a top priority.
Here are a few tips to help insure your business is not vulnerable to Cyber bullying:
Any of your fans or followers can post a comment on your Facebook or Twitter page so if you remain aware and online, then you won’t be surprised when and if a negative comment happens. The unfortunate thing is no amount of good customer service will keep every single one of your customers happy. There will always be “that one customer” who just will never be satisfied no matter what. But if you remain active on your social media pages, chances are good that you will catch this negative comment quickly after it is posted and you can extinguish the possibility of a fire ball of negativity occurring at your brand’s expense.
Keep Calm & Carry On:
People always find it easier to pass judgment online, so never take negative comments personally – this will not help your business at all. Always remain calm and be respectful when dealing with each situation. If you see negative comments about your business or product that are proven to be false, simply set the record straight and provide accurate information. If this is not enough, it might be time to block the negative “trolls” that are badgering you for one reason or another trying to make you look like the bad guy. The unfortunate thing is as soon as you block them from your page, they will move on to another unsuspecting page.
Remain Professional & Positive:
Whether someone has posted a positive or negative comment to your page, always post a reply within an appropriate time frame to thank the customer for their feedback and you will offer a solution if necessary. In most instances, simply saying “Thank You” or “We apologize” goes a long way – sometimes the customer needs to know their feelings are validated by your business. Treat your response to every customer’s message as if you were talking to them on the phone or better yet face to face. Things are often said in a social media post that might not be said in an actual conversation. Represent your business or brand professionally because this is what will be remembered most in the end.
The relationship you have with your customers is your life line to continued success. If honesty and great customer service are the foundation of your business, you will always be guaranteed a great customer base who will want to talk positively online. Strive every day to give them something to talk about!
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