Dealing with Negative Online Posts
Social media is growing to be an important customer service issue for many companies, especially when negative comments can spread like wildfire.
(Boonton, NJ, July 26, 2013) — Organizations that avoid social media or minimize their social media exposure to avoid negative customer comments might be missing out says Eli Federman, chief customer officer at online retailer 1SaleADay.
In the July issue of Customer Service Newsletter Federman notes that exposing your organization to online criticism also opens you up to compliments and customers helping customers.
For a time, we were in a rush to try to suppress as much of the negative feedback from disgruntled customers as we could on Facebook and other sites. The problem, we thought, was that even if 99.9 percent of your customers are satisfied, the comments of the one person who has an issue with your product or returning a product might be representing your company to the rest of the world, says Federman.
But what the company found is that negative posts also prompted other, satisfied customers to comment with things like, Hey, that experience does not reflect the experience I had with my purchase at 1SaleADay, and here is why.
In fact, says Federman, Lets say a negative comment is posted over the weekend, when customer service response times might take longer. We have had customers reply, Dont worry, they will get back to you after the weekend. So our satisfied customers sort of alleviate other customers concerns.
Details on 1SaleADays social media program and Federmans social media lessons learned appear in the July issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.