How to handle social media

Let’s face it: not everything in life goes right all of the time. Slip-ups happen and, while good companies do everything they can to make sure mistakes are infrequent, they also have plans in place to put things back in order if their products or services aren’t up to scratch.

These days customers are likely to make their feelings known to a wide audience on social media channels.

So how do you put things right for these customers while stopping individual problems tarnishing the entire reputation of your company?

Act fast

When someone posts a complaint on social media, respond quickly. You don’t have to provide a solution there and then but acknowledge the concern and reassure the customer you’re taking it seriously.

Can’t solve it yourself?

Your company should have a clearly defined chain of command, allowing you to access someone who can take action. But don’t just pass the buck. Follow it up and keep on the case until the complaint is resolved.

Go the extra mile

Does the customer need those shoes for a wedding or that cot to be delivered before a new baby arrives? Then do what you can to make it happen. You have the opportunity to turn a disgruntled customer into your brand’s biggest and most vocal fan.

Always be courteous

Don’t take insults personally and always remain professional – but show a human side too. A little bit of humour, at the right time, can go a long way to diffusing a situation. You just have to know how to handle it. If in doubt, play it straight.

Don’t delete negative comments

You’ll lose credibility with customers, if you cut out all the bad stuff. Instead, showing you’re willing to listen and take prompt action is what will gain you loyalty. It’s about transparency, not hiding the negative media under a rug.

Knowing how to do all this will give you serious credibility and with so much hanging on social media reputations, employers on jobs24.com need your skills.

So set your sights high, go after those jobs where your abilities will be recognised and where you know you will have the backing of team members and bosses who are as committed as you to getting it right for customers.

For all the latest vacancies visit jobs24.com

Posted on November 2, 2018