How to Handle Customer Complaints on Social Media [Infographic]

Have you ever received an angry customer complaint on Twitter or Facebook and not known how to respond?

You’re not alone. In fact, in 2015, 1 in 4 UK customers used social media platforms to complain about a brand, according to The Guardian.

Subscribe here to get the the latest Service Blog content sent straight to your inbox.

It can seem frustrating when a customer takes to a public platform to express their issues with your brand. Likely, what you secretly want to do is block and report them. However, that’s quite possibly the worst decision you could make. According to research by Gartner, evading a customer complaint on social media can result in a 15% increase in churn rate.

Think about it like this: When you ignore a customer complaint or respond by placing blame, you’re letting the entire world view your brand through a negative lens. Take the opportunity to show off how polite and patient your brand is by responding with careful thought and kindness. After all, you are probably somewhat in the wrong, at least in their eyes.

By taking the time to understand their complaint and search for a solution, you might turn a furious customer into a loyal one. According to Harvard Business Review, customers who are met with positive, helpful customer service on social media are three times more likely to recommend that brand.

In the following infographic by Zendesk, you can get a deeper look at how to handle customer complaints on social media and implement stronger strategies in your company for dealing with customer complaints on those platforms — all in a clear, concise visual that will save you and your team time researching. To learn even more about handling customer complaints on social media, read this post next about the best customer service tweets.

 

customer self service infographic

About The Lunatics

We assist brands with their online presence through Web Design and Social Media Marketing and would like to offer the following services to you.

Twitter

Find us on Facebook

Contact Details

Phone: (+27)81 384 6512
Email: hello@designlunatics.co.za
Web: designlunatics.co.za

Saint Clair, Buh-Rein Estate,
Kraaifontein, Cape Town 7570

Let’s Work Together

TELL US MORE ABOUT YOUR PROJECT

Needing help with your current/next business idea or project? Leave the creativity to the Lunatics! We are crazy about bringing out the best in people and their businesses. Drop us an email and let’s get the conversation rolling.

2018-07-10T08:22:02+00:00

About My Work

Phasellus non ante ac dui sagittis volutpat. Curabitur a quam nisl. Nam est elit, congue et quam id, laoreet consequat erat. Aenean porta placerat efficitur. Vestibulum et dictum massa, ac finibus turpis.

Recent Works

Recent Posts

WhatsApp chat