- Regularly check your social media networking sites and take care in responding to any complaints
- Respond quickly - within a day
- Apologise first, by saying: ‘I’m sorry for your bad experience,’ followed by that person’s first name.
- Personalise your response. Make sure your tone is positive.
- Acknowledge mistakes
- Thank your customers for making the effort and bringing the issue to your attention.
- Address the issue.
- Follow up.
- Take conversations offline if possible.
- Don’t delete negative comments
For more information download the SOCAP Small Business Complaints Tookit.