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How to deal with upset customers using social media

How are you responding to upset customers?
No matter what you sell or what industry you’re in, you’re going to experience negative word of mouth. You know, those customers who are expressing their complaints on social media. Things break, problems come up and employees have bad days. But it’s how you handle it that separates you from everyone else.

Remember: Negative word of mouth is an opportunity.

So get out there and embrace the negativity. Start responding. Here are 10 steps you can take to stop the negative, earn new fans and generate a ton of respect.

1: You Can’t Respond to Conversations You Don’t See

Great response starts with great listening.

  • Set up Google Alerts for your brand and industry keywords.
  • Keep a close eye on your Facebook page.
  • Listen on Twitter.
  • Depending on the type of business you have, read reviews on sites such asYelp, TripAdvisor and Zagat.
  • Make a list of any forums or communities where your customers congregate and regularly check in on them.
2: Determine if it’s Worth a Response
Not all negative comments are worth a response, and not all critics are worth trying to win over. Sometimes, as hard as it can be, it’s best just to move on.
3:  Act QuicklyWhen you’re facing negative word of mouth, time is not on your side. The longer you wait to respond, the angrier the customer will get—and the more likely others will pick up on the issue and spread the negative buzz.

Continue at Social Media Examiner

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