It is essential that you are able to deal with customer complaints and issues. With business pages, everything is public – therefore a complaint cannot be simply ignored or deleted, as it may damage your image or lead to more difficult situations.
“What you need to do if that sort of thing starts up, is to immediately address the fact that there’s a problem; to validate what the complaint is; that you are taking the complaint seriously; [that] you are looking into it.” – Leonie Smith, Cyber Safety Lady
If you receive negative comments or feedback, respond quickly in the forum where it was posted; if it’s on Twitter, respond on Twitter. If you need more information to find an answer, ask if you can contact them offline. This turns the negative experience into a positive one. You need to be able to provide solutions to complaints in a professional manner. The response you give represents your small business and the customer service image you wish to portray. No matter how the customer may behave, it is your job to be professional in dealing with them.
There are times where you may need to be assertive in protecting the integrity of your brand as people tend to be openly brutal when posting complaints online. It is essential though that you are professional and honest at all times.
Case Study: Arts Sector – Helen Perris
Singer, song writer and music teacher Helen Perris talks about the importance of being professional when dealing with complaints and issues: "What I have found is that even when things do go wrong... such as a person not happy with their product... you just have to be professional about it. It's worth so much more to get that person feeling good about how you treated them than the monetary cost."
Case Study: Education Sector – Leonie Smith
In her small business, 'The Cyber Safety Lady' Leonie Smith sometimes gets negative responses and commentary on her YouTube channel – especially from "a lot of kids who don't like the fact that I have done some videos around apps that they want to use, but are considered dangerous" by responsible adults. In the video below, Leonie explains that: "What you need to do if that sort of thing starts up, is to immediately address the fact that there's a problem; to validate what the complaint is; that you are taking the complaint seriously; [that] you are looking into it".