October 31, 2013
Chances are you’ve had a few customer complaints over the years about particular products you carry or even your store’s services or policies. But nowadays, rather than call or send an angry email, an unhappy customer might air his beef publicly over social media. Are you ready to tackle these situations in the spotlight?
One way to handle a customer complaint is to take it offline. But if you don’t address a gripe publicly, others who’ve seen the post may interpret your “lack” of response negatively. It’s best to be prepared for whatever a customer might post—whether a tweet, blog comment or Facebook post—and at least acknowledge it in the open. Here are five scripts you can use to gracefully bow out of social media spats while still showing all shoppers that you’re paying attention.
If a shopper is misinformed about your store: Hi [name or username] – We’re happy to discuss our stance on [the issue, such as GMOs or Dr. Oz–endorsed products]. We take natural health seriously, so here’s where we stand. [Your carefully crafted response to the issue]. If you want to chat further, stop by the store or email us at [your email].
For problems with products: Hi [name or username] – We saw your message and want to make things right. What’s the best email to reach you? If you prefer, email us at [your email] and we’ll get in touch quickly. Thanks for bringing this to our attention!
If a shopper is generally disgruntled with your store: Hi [name or username] – Thanks for letting us know about [the issue]. To clear up any confusion, the reason we do [the issue] is because [your reason]. Do you have a suggestion for how we can better serve you? We’d love to hear it. Please email us at [your email].
If you know you’ve screwed up: Hi [name or username] – We didn’t handle [the issue] in the best way. We’d love the opportunity to make this right. Please send us your contact info or email us at [your email].
For tweets, follow the person, then send: Hi [@username] – Let’s chat in more than 140 characters about this. DM us your email & we’ll get in touch quickly. Thx!
Caren Baginski is the social media coordinator for Denver-based LiveWell Colorado and former social media and digital editor of newhope360.com.
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