I want to speak today about angry customers and customer service. I've watched social media change the platform as to how certain companies deal with upset customers. Now, you will not please all of the people all of the time. You may even come across customers who are not happy no matter what you do or how much you do for them. But, if you do come across an angry customer on social media know that fighting with them in public is going to backfire on you.
So, how do you deal with an angry customer on social media? First, don't ever right with them. Next, respond in a short and concise manner. Invite the person to email or call you directly so you can further investigate the matter. Don't apologize for anything right away. Instead, focus on being empathetic and address the concern by stating you will investigate the matter. You also have to actually investigate the matter. If your company did something wrong, or not up to par, then you do need to apologize and make it right. Also, if your discover your company didn't do anything wrong, don't state that to the customer. Instead, explain how they could have misunderstood the action and that your company will work to inform customers better.
Make sure you also always draft a response and wait a few hours, if not a day, before responding. You have to make sure your response isn't vile or liable, too. There is no real way to predict every situation from upset customers, but if you use these guidelines to address social media complaints then your company (and its brand) will be better off.
Twyla N. Garrett