How to deal with negative social media feedback

If you want to solve problematic situations before they even arise, it is important to listen. Especially on social media, disappointed or angry customers often don't talk directly to the brand, but to the community. That's why you should make sure that mentions of your brand - whether tagged, in the hashtag, or simple mentions - don't escape you.

Set an ideal response time and be sure to stick to it, because speed is especially important on social platforms. With sensitive topics, the customer becomes increasingly impatient and dissatisfied as the waiting time increases. In the worst case, he feels ignored and voices his displeasure publicly.

Take control in a crisis situation by responding helpfully and authentically to critical feedback and never respond negatively or defensively. Avoid preconceived responses and try to make a human connection. Make sure your customer feels heard and understood, and don't be afraid to apologize for any inconvenience to defuse criticism and complaints.

Most conversations on social media take place in public. Therefore, a public response is essential to present your brand as transparent, thoughtful, and helpful. If you need sensitive data, such as an account number, to solve a problem, you should move the conversation to direct messaging. This also creates more privacy. However, in order for the public to understand if the problem has been solved, it is important to also publicly inform the community about it.

Your response to incoming posts strengthens your relationship with your community, but comments that cross over into hateful language territory may require a response from you that clearly states that this type of language is not acceptable. Be transparent with your community by making a clear statement in your bio or About Me section about what manners are and are not allowed.