Criticism towards a company is inevitable, but there are ways to turn that feedback into a learning experience for organization growth. It is the company’s duty to correct the content and provide the necessary clarification to its audience before it’s too late to do so. Even managing customer complaints on a company’s platform is vital.
In my previous position as a Social Media Specialist at Regions Bank, taking ownership of a customer complaint on social media was the best piece of advice provided by hiring managers. The customer had gone through numerous other avenues to contact the bank including the phone, email and in-person visits. Their frustrations lead them to social media, but as a company, the associate must combat this frustration through a certain tone and preparation.
“By taking care of a complaint, you prove to the customer that you care enough to address the issue, and in return you start to rebuild the customer’s confidence, thereby potentially regaining his or her business” (Hyken, Shep. Love Your Customers, Hug Your Haters. 2016. Retrieved from http://www.forbes.com/sites/shephyken/2016/02/20/love-your-customers-hug-your-haters/#5c7030e51976). Maintaining a positive reputation in a business requires harmful or inaccurate content placed by the company or a customer to be addressed and reconciled.
With screenshot and save capabilities available today, it’s very hard to complete erase a digital idea. This is another reason that a company be fast to delete, revise and correct any misinformation to the public.
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