Four tips for proper handling of criticism in Social Media

Social Media is doing good business. It's so. But everything has its downsides. Because as much as Face book and enrich the immediate corporate communications, so immediately there may also communicate customer. And not just positive. Below are four golden rules to properly handle criticism.

1. Take criticism seriously
Mistakes happen, even in your company. Few customers complain entirely without reason. No matter how justified or unjustified criticism will at first appear - usually puts a real concern behind. Take feedback always serious, because customer-friendliness must be, even if it hurts.
2. No default responses
Above it sounded to know: If possible, use no standardized comments. Talk User polite with your specified username and grasp the criticism in a subordinate clause on. A Face book account is simply no impersonal service centers with automated communication - social media lives (also) of customer proximity. These do not demonstrate by Copy-Paste, even if you have already answered many similar comments in the past.
3. Be polite
Obviously unjustified criticism there. And there are also users who are just fun to complain about or those that are even abusive. This lets you change anything, but let it be by no means a. A friendly answer (including personal approach with the recognizable user name) and the indication to align with the forward complaints to the customer service is, in such cases, the correct response. Do not delete a comment, that’s unprofessional. Unless it concerns with the appropriate comments to set anti - ie pornographic, protected or discriminatory - posts. Then you are even obliged to remove these.
4. Respond quickly
Speed ​​is the alpha and omega in the social media universe. So let pass any unnecessary periods before you respond to criticism. Your customers and all visitors to your site know that even medium-sized businesses have a social media competent minimum of look at the site daily. Of course, you should take enough time to formulate an adequate response, but more than a day should not pass it. Otherwise you run the risk that the negative comments freeloaders (see item 3) tighten. If reactions are delayed, you risk may take a negative comment further six under.