If you're a company with a Facebook fan page, it's certain that there will probably be an occasion when you have an irritated customer that composes a less than charming post on your wall. In spite of how outstanding your assistance is and no matter how devoted you are, it's extremely difficult to make absolutely everyone happy. Regardless, it's important to always try your very best to keep all your customers happy. If an unsatisfied prospect composes on your wall, it is important to deal with your customer's problem and help to the very best of your capability. Here are several top recommendations for coping with disgruntled Facebook fans.
Respond to the trouble and answer speedily. It's crucial for you to acknowledge that your client has a issue and that you want to help. Be crystal clear that the client is significant to you and that helping them out is your top priority. If you do not respond at all or if you leave reacting for some time, it appears like you are trying to avoid the issue. This isn't going to reflect well on your company. Bear in mind that your whole fan community can see all of the posts on your wall. Your fans wish to know that you care about them and that you are concerned about prospect support.
Remain calm with your prospect and try to understand where they are coming from. Imagine being in the shoes of your customer and try to understand their frustration. It matters not whether your business is right or wrong, just be sure you apologise genuinely for any trouble caused and take your customer's trouble seriously. The more patient that you are with your customer, the more that they will remember the superior quality of your customer service.
Send your customer a private message. Once you've recognized your customer's issue on the wall and in the open, it's a wise decision to take the discussion to private messaging. Send your customer a personal message offering them your help and time. This gives you a chance to reach out to your client directly and in a personalized way. Offer something such as a reduction or special offer to your customer for the difficulty that has been caused. It is a good idea not to write these things on your wall because you run the risk of all your clientele expecting exactly the same thing.
If you think that the original post created by your unsatisfied prospect is particularly negative, there's no issues in privately asking your customer if they would think about taking off the post from your wall. Only try this after you've solved all your customer's problems and ironed out all the problems. Also, only do this if you are entirely sure that taking off the post is a good idea. Sometimes it is far better to leave the post on your Facebook wall and so that you can show to your clientele the fact that issue has been resolved. If you gently tell your customer how important your wall is to your business, they'll probably comprehend. It is very likely that their post was written in the heat of the moment when they were quite upset. Give them a little time to cool off and they'd probably be more than happy to eradicate the post.
Alternatively, if you'd rather not ask your client to remove the primary post, make sure that you respond to the post as soon as the issue has been resolved. By dealing with the issue openly, you're going to be showing to your fans that you care and you went out of your way to help make your customer happy. Companies proposing transparency to their valued clientele on the web are highly respected by consumers. Your company reputation can only improve if you go the extra mile in trying to help your valued clientele. Express how delighted you are that you were able to work out the problem and how much you really appreciate the business that your prospect brings.
After interacting with your Facebook fans for a long period of time, you might get to the point where you can let your fans reply to troubles on your wall. If you have an unbelievable product and also have spent lots of time and effort connecting and engaging with your fans, it's possible that your fans will begin to become huge brand champions for your product. It takes a terrific effort to get to this point but every organization on Facebook should strive for this. Once your fans feel like an important part of the community and have a strong connection to your product or service, they may begin answering problems on your behalf and assisting fellow members of the community. Your most happy fans are happy to help.
If you are ever in the unpleasant position of managing an exceptionally hostile and troublesome person that only participates in the community to begin fights and cause disputes, you might have to get rid of that person from your Facebook fan page and exclude them. The same goes for anyone who uses overtly violent language towards you or other community members. If you are attempting your very best to settle a predicament and all you're getting is a mouthful of expletives, there is little else which can be done besides banning the individual. Your community will be grateful for you not making it possible for people like that to be a part of the community.
Never ever undervalue the power of following up with your fans. Once you've aided your customer with their issue, it's a nice touch to follow up with them a couple weeks later with a personalized message. Ask your client how things are going and if they need any help with anything. They will probably be amazed at the degree of prospect service and attentiveness which you offer.
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