10 rules for handling negative comments on Facebook

You have received a blog comment bad or evil and after the panic. His first instinct is to delete the comment and forget that ever was, but no. Here's why, you are giving an excellent opportunity to present their case and possibly win some votes of sympathy for the way it handles.

In most cases, a bad comment in your blog or post to their social outlets has been read by many people to leave. In addition, there is a risk of altering the sign more ignoring it and delete the message and therefore making more negative comments will be published and messages.

Take a moment to overcome shame and we all understand that negative comments and no perfect company, well, maybe Nordstrom, but sometimes slip up too. This is not to get negative comments, but more about how the company handles the response. Follow some of these simple rules and will survive even the worst comments.

1. Do not ever delete

2. You can break a rule, if the party has used foul language, slander or other forms of intelligent conversation in the mix

3. Take the road, even if you were not at fault or if the situation does not arise as it really happened, be respectful and polite in your response.

4. In addition to token, the author does not belittle or try to make them look stupid or ignorant. This will backfire and other readers are intimidated by it.

5. Collaborate with the author by using a text that diffuses anger, such as, I hear what you say, understand how to feel about this, or they can relate to his frustration on the issue and state your case and your side of the question.

6. According to the author if you really are to blame and the issue of some solutions to the complaint. The author's address, "everyone has the right to own opinion and I value all our customers opinions and I'm glad you brought to us. That's how we intend to proceed in this ..." or "This is why we do it this way and hope you are still shopping with us"

7. Trying to solve the problem of social platforms - ask the customer to contact you or your customer service department for resolution and make sure someone in that department is waiting to call that person.

8. Above all always show that you are listening to her author. It could be that other fans feel the same and are awaiting their response. It may not be the answer I wanted, but the fact that you are listening to its customers and respond quickly shows that you care.

9. If you think your company could make a change because the author's claim, but we need more information from the customer, consider asking others to comment or provide a survey.

10. Listen carefully to the complaint before responding and create your response carefully. Once that is out there, you can not change.