Responding To Angry Customers On Social Media

Social media offers businesses boundless opportunities to build their brand and promote their products and services. But just as these platforms help expand your business, a few angry customers can just as quickly tear it down. 
But effectively dealing with online complaints is actually much easier than it appears. 
3 Effective Ways To Deal With Angry Customers Online
1. Understand Their Issue Before You Respond
You want to make sure you understand the nature of their complaint before responding. If they feel they aren’t being heard, and you respond with a standard copied and pasted apology, it could only make matters worse.
People turn to social media because they feel they have a right to be heard. And although some of the questions and problems customers have might be similar, your online presence will be much better served if you tailor your response for each individual.
2. Take the Conversation Offline
Whenever possible, try to address the situation somewhere else besides social media. If the customer has a legitimate complaint and you have their contact information, call them directly and/or email them. This might save you from seeing your business badmouthed across social media.
You might feel inclined to delete the post but this will probably just make things worse. Instead, by proactively addressing the issue you can show your online audience the quality of your company’s customer service.
3. Determine If You Should Respond
As most people should know by now, social media can be a difficult place to satisfy people. And some angry customers are never going to be satisfied. In fact, some are posting negative comments just looking for a fight. 
Sometimes it might be best to avoid addressing criticism on a really small forum or blog, your response might only draw attention to something no one noticed in the first place. 
In these situations, there really is no winning. Instead, move on and keep focused on complaints you can do something about.