8 Rules for Replying to Angry Customers on Facebook - Personal Branding Blog - Stand Out In Your Career

8 Rules for Replying to Angry Customers on Facebook - Personal Branding Blog - Stand Out In Your Career Your business  recently took a catastrophic nosedive. Maybe  you arent keeping up with order fulfillment  or you sent out a bad batch of product. Customers are blowing up your Facebook with negative reviews, angry comments, and bad juju. Whatever the case may be, just know this: it happens. The next few moves are crucial to your continuing success. If you ignore the critics and complainers, your  brand building  efforts  will implode. Word will spread, customers will lambaste you it wont be pretty. Before you pen up a reply, read through  these 8 rules. Dont  delete the complaint or block the complainer. Although this might seem like a viable solution, its only a temporary fix.  This will anger the customer even more, and cause them to retaliate. Plus, its just bad customer service. Dont  use a generic copy and paste response. You see this all the time. You might  get something like:  Hi Sarah! Were so sorry to hear that. Your request has been  received, and were working on a solution.  This type of response just adds fuel to the fire. Do  be personal. Use the customers name. Cite their specific solution (if applicable.) Heres a great example. Hi Cindy! My name is Kristen. Im sorry your package didnt arrive on time not acceptable! I just emailed you a refund confirmation, as well as a 50% off coupon code for your next order. We dont want to lose your business. This wont happen again! Enjoy your week ?? Do  apologize. Its ok to say sorry. Sometimes, thats all people want. If you deny your screw-up, it only makes it worse. Confront the elephant in the room, and then move forward. When you  respond positively to negative online comments, you preserve customer relationships. Do  offer a speedy solution. Make your solution the highlight of the response. In addition, set a time stamp on your progress. For example,  Were researching  the location of your package right now. I will call you with  an answer by 3PM today. Dont  over-apologize. Make your initial apology quick and polite. Get to the point. Use Im sorry as a segue to your  solution. By no means should the apology be the main event. Dont  be long winded. Dont go on and on graveling for three paragraphs. Its not necessary. An upset customer isnt a life or death situation, so dont treat it as such. Dont provide ten different excuses as to  why you screwed up. Apologize, offer a solution, and move on. Do  offer a fair mixture of personality and professionalism. You dont want to sound too casual, as the customer  might think you dont take them seriously. But, dont make yourself sound like a robot  either. This isnt a  cover letter, so avoid replies like the one below. Dear Ms. Smith,   Your request was  received. Our team has expedited this ticket to the front of the line, and will reach out to you when the issue is  resolved. Cordially, Kristen N. Vanstrom Customer Support Rep Whatever you do, be respectful. Focus on a solution. Dont get defensive, just fix the problem.