Social Media has given your customers a platform to speak and simultaneously it has created a urge to be heard. Customers now want brands to hear them and respond to their queries in a timely manner. This deck talks about Do's and Don'ts when it comes to serving your customers through social media and it also contains some excellent and worst real life cases of customer service. We hope that by the time you finish reading this deck you'd have learnt the basics of customer service. All the best!!

1. How to Handle Negative Reviews

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How to Tackle Negative Reviews - A Presentation By Simplify360

3. How to Tackle Negative Reviews - A Presentation By Simplify360

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This is
What You
Should Do?
How to Tackle Negative Reviews - A Presentation By Simplify360

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Here is a
list of do’s
and don’ts
while
responding
to negative
reviews?
How to Tackle Negative Reviews - A Presentation By Simplify360

6. Do
Say Thanks!!
Always acknowledge
the reviewers for
reviewing your
product/service –
This is the first step
in responding to any
type of concern.
How to Tackle Negative Reviews - A Presentation By Simplify360

7. Do
Apologize!!
This is to convey the
message that you are
really sorry for their
bad experience..
It doesn’t mean that
you are agreeing to
their viewpoint !!
How to Tackle Negative Reviews - A Presentation By Simplify360

8. Do
Be Real – Shun
That Mask
Stay away from speaking a
“Marketer’s” Language – Just
talk to your customers like a
normal human being – Shun
that mask, your customers
will appreciate it!
How to Tackle Negative Reviews - A Presentation By Simplify360

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Do
Escalate the
conversation
Once you have
responded to the
concern, quickly get
in touch with the
customer over
email/phone and try
to get into details of
the issue.
How to Tackle Negative Reviews - A Presentation By Simplify360

10. Don’t
Hide!!
If you fail to respond to
your customers, then
your customers will
refrain from responding
to your messages!!!
Social Media is a two way
platform – If you want to
be heard then first you
have to listen!
How to Tackle Negative Reviews - A Presentation By Simplify360

11. Don’t
Frown!!
Social Media has given
customers a voice; Now,
they want to talk and
want to be heard – So,
don’t react in a
haphazard way,
understand the other side
of the story and establish
a dialogue with your
customer.
How to Tackle Negative Reviews - A Presentation By Simplify360

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Don’t
Create Fake
Positive Reviews
Brands indulge in this practice
when they create positive
reviews about their offering,
themselves.
This practice can have serious
repercussions
How to Tackle Negative Reviews - A Presentation By Simplify360

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Don’t
Sending Canned
Responses
Never ever sound
unoriginal when engaging
with your customers –
Canned responses will
annoy them even more
when they see that you’re
not paying attention in
addressing their concern.
How to Tackle Negative Reviews - A Presentation By Simplify360

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LET’S HAVE A LOOK AT SOME OF THE EXCELLENT AND WORST REAL LIFE
CASES OF CUSTOMER SERVICE THROUGH SOCIAL MEDIA

15. Just see the difference between the number of tweets
sent by Nike official handle and Nike Support official
handle – You’ll understand that there is a brand who is
on its toes every time when it comes to talking to its
customers.
“HAPPY CUSTOMERS”

16. “NO”
A Typical example of a canned/unreal response from
one of the most admired multiplex operators in India.
“UNHAPPY CUSTOMERS”

17. No Response from
Myntra.com ;
Jabong.com jumping
in to enjoy the
moment
“UNHAPPY
CUSTOMERS”

18. Jet Airways missed
the flight already –
Wish they would have
responded on time
“UNHAPPY
CUSTOMERS”

19. No Apologies and No
timely response Feedback came on
9th Jan and Dominos
replies on 13th Jan !!!!
“UNHAPPY
CUSTOMERS”

20. Hope, you would have learnt the basics of keeping your
customers happy by now… All the best

21. PRESENTATION PREPARED BY
http://www.linkedin.com/in/iprashantjain

22. ABOUT SIMPLIFY360
SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED
ENTERPRISE SOCIAL MEDIA PLATFORM.
OFFERINGS INCLUDE:
•SOCIAL MARKETING SUITE FOR AGENCIES
•SOCIAL CONTACT CENTRE FOR BPOS
•SOCIAL COMMAND CENTRE FOR ENTERPRISES.
www.simplify360.com

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