Negative customer feedback is something every entrepreneur should be ready to deal with. Realizing that each piece of criticism is actually a great opportunity for learning and improvement is key in turning negativity into an advantage. Part of this involves learning how to respond to unhappy customers on social media. To get you started, here are five tips for handling complaints sent through Twitter.
Mind the time
Twitter is known for its real-time nature, and this is woven into customer expectations once they decide to send a tweet your way. A report from Lithium Technologies states that 53% of consumers who tweet a brand expect a response within an hour.
If the tweet in question is a complaint, things get even more complicated – the same figure rises to a whopping 72%! In short, response time matters. To avoid Twitter disasters in general, remember to track your response time and always respond to tweets sent by your customers in a timely manner.
Be honest and transparent
If you made a mistake, be open and frank about it. The online community values honesty over backpeddling and excuses. People also hate to see problematic issues go unresolved – when a user posts a...