Tips to Handle Complaints on Social Media

by Edwin Rosenthal

There is a rule when it comes to managing bad reviews and complaints on social media. The same rule applies for the good reviews and for the compliments also. However, the good reviews or complements are easy. Handling complaints and negative reviews can be challenging and the dealership may not want to do it. However, the rule is you must reply to everything for the people talking to you publicly, it may be either bad or good.

There is another rule that is unfortunately getting broken about every day by many reputation management and social media companies. Never use the canned responses. Not every response should be repeated, should be written by an actual human and personal. People can easily identify with your responses how you are interested with your dealership’s business. The following are given by the Pardot about five most prominent complainer types on the social media websites. If you are able to identify the person under which category he or she fell, it becomes easy to handle them appropriately. There are is no need to become a psychologist to understand personality types. Just read the following.

  • Meek customers: The meek customers normally will not complain. Even though, they will comment or post on the social media websites (such as Facebook or Twitter), when they have really suffered. These will often have little or no history of complaining. The meek customer often just looking to be reassured that their voice is heard. The difficult of fixing the problem is very small. A simple sorry in the public will rectify the issue and they will become a passive brand advocate.

  • Aggressive customers: The aggressive customer readily complains at length and often loudly. Even though, if you fix the problem for this type of customers in a quick and efficient manner, you are seems to have a very prolific and vocal brand advocate through all social media channels. The aggressive type customers do not respond well to aggression or excuses. It is always better to precede offline with this customer. Use direct messaging or email, listen completely, and ask for anything else. Agree that the problem is exists and tell what need to be done to resolve it.

  • High roller customers: The high roller type of customers expects the utter best and these are willing to pay for it. Unless these are a hybrid of the aggressive type of customers, high roller customers are likely to complain in a reasonable manner. They are interested in what you are going to do recover from the customer service break down and results. Always listen actively and respectfully, questioning them should be careful to fully determine cause. Acknowledge the problem publicly and solve the issue offline.

  • Opportunist customers: For the opportunist customers, the goal is to win by getting something that the customer is not entitled to receive, rather than the complaint satisfied. A repetitive and constant not good enough response to efforts to satisfy is indication for an opportunist customer. Fixing the problems of these people is very difficult. To back up your response use accurate quantified data. Ask them what they need to make things better after the first they said not good enough.

  • Chronic complainer customers: The chronic complainers are at the peak. These will never satisfied and there is always something wrong. The mission of these customers is to whine. Yet, they are the customers for you, and as frustrating as these customers can be, these cannot be dismissed. In spite of their continual complaining, they will be good customers and they will tell others about the positive response from you. To handle these types of customers you must need patience. Never attempt for a two-way dialogue through the social media channels. Listen carefully and never get angry.

Once you find which type of customer complaining then proceed as per the personality trait of that customer. It will make you easy for conversation with the customers.

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