The document provides 5 ways to handle negative comments on social media. They are to respond quickly, apologize even if the customer is wrong, continue difficult discussions privately, thank customers for their feedback, and address issues with kindness and understanding.

1. 5 Ways of Handling Negative
Comments
By
Pamela Seiple from HubSpot.com

2. Make a quick response your first priority.
The longer you let a negative
go unanswered, the more
credibility it gains with a user’s
friends and followers. An
immediate reply, however,
shows that you’re paying
attention and concerned about
the problem.

3. Apologize, even if the customer is incorrect
A petty argument about
who’s right and who’s
wrong will accomplish
little. And note, most
observers see silly
complaints for what
they are.

4. Continue tricky conversations
in private.
Provide an initial response in public, but
move on-going discussions with difficult
customers to private channels.

5. Thank customers for their feedback.
Treat any complaint – however
harsh- as though it were
constructive criticism. “After
you’ve apologized for their
unsatisfactory experience,” Pamela
recommends, “let them know their
feedback is appreciated and that
you’ll seriously consider their
suggestion for improvement.” And
be sure you follow through on your
promise.

6. The point.
When social media attacks, fight back with kindness and
understanding.

7. Summary
*Make a quick response your first priority.
*Apologize, even if the customer is incorrect
*Continue tricky conversations in private.
*Thank customers for their feedback.
*The point.