facebook

The Smart Way to Respond to Negative Feedback

Posted by SMstudy® on September 18, 2017 | Digital Marketing (DM)

Keywords: Social Media, Customer Feedback, Digital Marketing, SMStudy, Internet Marketing, Online Marketing, Social Media Marketing, Email Marketing, Blog

The Smart Way to Respond to Negative Feedback

No matter how much you hate it, you have to deal with negative feedback when it comes to featuring your business on digital platforms. Unless and until you are extremely flawless in your dealings, you will be subject to negative comments from customers. So, what do you do with such comments? Ignore them? Delete them? Express regret? Or argue with the commenter?

Negative feedback gives you the power of spotting customer complaints easily and working on those complaints as soon as possible. By responding quickly and constructively, you not only provide good customer service but also showcase your brand’s personality. So, here are some smart ways you can respond to negative feedback from customers -

  • Keep Your Cool

When dealing with negative comments, it is important to keep your calm. Whenever you come across any negative feedback or an offensive remark, don’t reply immediately. Take time to consider and then come up with an appropriate response. Try handling the situation humorously as sometimes it is the best way to reduce the prevailing tension. Understand the intention of the customer and craft your response accordingly.

  • Know Your Responsibility

Clearing up with unsatisfied customers according to their whims and fancies may sound easy. But your ultimate responsibility lies towards your brand and your customers. So, focus on people who could be potential buyers. If the negative comments are made by people who do not belong to your target market, then you don’t need to appease them. Simply address the issue and demonstrate your brand’s personality.

  • Identify Pointless Communications

You’ll come across different kinds of brand haters on social media. There are some who like to agitate you with their illogical remarks, some who get offended easily and take everything personally, and some who go one step ahead and start abusing your brand. Regardless of which kind you’re dealing with, stay focused on constructive criticism. Use your wit to create a situation that your supporters can enjoy, and if you’re unable to reason with these haters, feel free to use the delete button!

Negative comments provide a golden opportunity of interacting with your target audience and maintaining your brand’s disposition effectively. You just need to maintain a positive attitude and keep a few things in perspective to handle haters and stay focused of commenters who actually matter. 

 

Download Free Digital Marketing Guide Free Digital Marketing Certification Course