5 steps for handling complaints on social media

It’s essential to identify what sort of negative feedback you’re getting; then you can map out your approach to satisfying the customer—or ignoring the troll.

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Social media has become a staple of online marketing. According to Intuit, there are more than 9 million small businesses on Facebook alone.

Although most social media users interact with brands in a positive way, there’s plenty of negative feedback. Under social media’s veil of anonymity, disgruntled customers can vent their anger easily online.

Consequently, it’s important to know how to defuse the situation before it gets ugly. Taking the right steps can help humanize your brand, creating brand ambassadors and loyalty. Here are some guidelines:

Step 1. Be prepared

Prompt responses show that a brand cares about its customers; it’s smart to have a game plan ready for complaints or criticism on social media. First, accept that even the best-run businesses experience these issues.

It’s impossible to please everyone, so don’t take it personally when a consumer is less than 100 percent pleased with your product or service.

Step 2. Determine the type of complaint

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