Social media Training

How to handle negative comments on social media

If your organisation has ever been on the receiving end of negative comments on social media, you’ll know it’s not a nice place to be – for you or the business.

If managed well, you can show everyone reading your social media feed that you’re caring and apologetic and will do everything you can to correct a mistake or resolve a situation.

But what happens when things don’t get managed properly? When comments spiral out of control and the world and his wife are wading in to have a pop? When your bosses are shouting at you to ‘make it go away’, as though you can wave a magic wand and make it all disappear without trace? Or even worse still, an influencer with tens of thousands of followers has decided to add their voice to the argument?

That’s where Mosaic’s training in how to handle negative comments on social media comes in. You’ll learn:

  • How to monitor online conversations to know what people are saying about you or your organisation
  • What to say in response to different situations, tailored to your own organisation and industry
  • All the dos and don’ts when dealing with difficult customers, clients, staff or students
  • How to recognise when an issue needs referring up and whether others need to be involved, such as a senior manager, welfare advisor or communications team
  • Making the most of positive comments
  • What to put in your strategy or protocol document so that your whole team know what to do in respect of each eventuality

We’ll also have exercises to identify what constitutes an issue and what’s a crisis plus ‘as real’ scenarios for you to work through, and plenty of case studies from a variety of sectors as to how well or badly things were handled.

Why ‘handling negative comments on social media’ training is important

Just think how often friends, family or colleagues talk about some form of customer experience they’ve encountered that week:

The shop assistant was rude to me”, “I was overcharged for my train fare”, “My parcel didn’t turn up”, or “The restaurant service was appalling and the food disgusting”.

The issues will change, depending on your organisation. For example, if you’re at a university, you may hear: “The teaching has been non-existent so I don’t see why I should pay”, “My student digs are atrocious and I’ve been overcharged”, or “I don’t feel safe on campus, I’m being harassed and bullied.”

And if someone puts these comments online, you’ll hear a dozen or more other people wading into the conversation and adding their own views too.

Which is why you need to be ready to respond and have a clear idea of what to do, backed up by the learnings from our course in how to handle negative comments on social media.

Responding to great customer service is necessary, too

Responding to great customer service and feedback is equally important as there’s nothing like fantastic feedback to help you raise your organisation’s reputation. Word of mouth (WOM) has become Electronic word of mouth (EWOM).

So don’t ignore an online contributor when they say something nice. Thank them for their kind words and hope that others take note. It helps to drown out any negative comments too.

Here are some top tips for handling an online issue or crisis:

#1. Recognise what’s an issue and how it can become a crisis. This is key and helps you stay on top of the situation.

#2. Use your key messages effectively. You might want to say you’re really, really sorry (though be careful from a legal point of view). However, make your apology effective by showing that you’ve understood the issue and explain what you’re doing to resolve it.

#3. Have a social media protocol, plan or strategy in place – before you have to deal with an issue or crisis. It’s much easier than trying to work out what to do on the fly.

At the end of the day, negative comments on social media are unavoidable for many organisations, but how you handle them can make all the difference. Remaining calm and being prepared is a vital part of ensuring these comments don’t take you down.

Social media is a fast-paced world – but this does NOT mean you have to reply to everything without taking time to give a considered response.

To find out more please email training@mosaicpublicity.co.uk or call 01206 841933.

Call 01206 841933 or send us an email to discuss your goals.

We will tailor courses to suit your exact needs.