Post by account_disabled on Feb 27, 2024 20:08:32 GMT -7
Communicating on the web undoubtedly has pros and cons. Every business must understand that accessing a global audience means not being able to please everyone. Some users will always be ready to complain or express a negative opinion in overbearing tones. It is a fact that no one is safe from this dynamic. Ubisoft just apologized for a graphic description of a character's injuries in its latest video game that was accused of discriminating against "facial differences"; Warner Bros has come under attack for the three-fingered witches' hands in its latest film - hands which a Paralympic athlete felt offended by. Is your company safe from these situations? Probably not. This is why learning to manage negative comments is increasingly important! DON'T ESCAPE THE PROBLEM BY DELETING THE COMMENT There are those who think that managing negative comments is simple: just delete the message we don't like and the post will remain clean.
This approach is simply very Nigeria Phone Number dangerous! People notice that their comment has been deleted and may start to get angry. This results in even more negative publicity for our brand and more problems to manage. So don't delete comments you don't like unless they are highly offensive. In the latter case, you are justified in deleting them because you help maintain a healthy social environment and protect your users from exposure to inappropriate content. At the same time defend your brand's reputation! APOLOGIZE WHEN NECESSARY BUT DON'T MAKE PROMISES THAT YOU CANNOT KEEP The examples we cited at the beginning of the article are the most recent of a series of negative situations that companies are experiencing in recent times. The approach that more or less everyone is adopting is the following: apologize and promise to solve the problem. It's not up to us to tell you whether or not it makes sense to retract creative choices or decisions just because someone reads them a different way. But if you made a mistake, an apology is in order! Acknowledging mistakes is a great way to show users that you are a brand that pays attention to their needs and has a strong "human" side.
When a problem arises, it is natural to try to fix it. And here's a point to pay close attention to: don't make empty promises just because a user complained about something! Take your time to verify what happened, whether the person is right, and what options you have. You may realize that you haven't made any mistakes and the user hasn't read the terms of a service... or maybe they're just being controversial. BE KIND AND TAKE THE CONVERSATION PRIVATE Whatever the tone of the negative message, maintain a calm and kind approach. You may be able to reassure the person and make the conversation more polite but, in any case, your Customer Service must be beyond reproach. That said, the thornier the issue, the more important it is to move the conversation to private. In these circumstances, many companies respond to the user publicly by telling them they sent an email or direct message.
This approach is simply very Nigeria Phone Number dangerous! People notice that their comment has been deleted and may start to get angry. This results in even more negative publicity for our brand and more problems to manage. So don't delete comments you don't like unless they are highly offensive. In the latter case, you are justified in deleting them because you help maintain a healthy social environment and protect your users from exposure to inappropriate content. At the same time defend your brand's reputation! APOLOGIZE WHEN NECESSARY BUT DON'T MAKE PROMISES THAT YOU CANNOT KEEP The examples we cited at the beginning of the article are the most recent of a series of negative situations that companies are experiencing in recent times. The approach that more or less everyone is adopting is the following: apologize and promise to solve the problem. It's not up to us to tell you whether or not it makes sense to retract creative choices or decisions just because someone reads them a different way. But if you made a mistake, an apology is in order! Acknowledging mistakes is a great way to show users that you are a brand that pays attention to their needs and has a strong "human" side.
When a problem arises, it is natural to try to fix it. And here's a point to pay close attention to: don't make empty promises just because a user complained about something! Take your time to verify what happened, whether the person is right, and what options you have. You may realize that you haven't made any mistakes and the user hasn't read the terms of a service... or maybe they're just being controversial. BE KIND AND TAKE THE CONVERSATION PRIVATE Whatever the tone of the negative message, maintain a calm and kind approach. You may be able to reassure the person and make the conversation more polite but, in any case, your Customer Service must be beyond reproach. That said, the thornier the issue, the more important it is to move the conversation to private. In these circumstances, many companies respond to the user publicly by telling them they sent an email or direct message.