Nothing frightens many Social Media managers like complaints.
Public rebukes and stories of poor service, complaints on Social Media can lead customers to take their business elsewhere and undermine months of work.
With the spectre of brand damage lurking many managers write off all complainants as problem customers or internet trolls. Whilst some may fit into these categories complaints can be an amazing opportunity to create advocates and win fans as well as strengthen your brand.
The first step is to identify the type of complaint.
Leaving aside so-called ‘Internet Trolls’ customers with complaints can be divided into categories, each of which requires a different response.