Have you ever received an angry customer complaint on Twitter or Facebook and not known how to respond?

You're not alone. In fact, in 2015, 1 in 4 UK customers used social media platforms to complain about a brand, according to The Guardian.

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It can seem frustrating when a customer takes to a public platform to express their issues with your brand. Likely, what you secretly want to do is block and report them. However, that's quite possibly the worst decision you could make. According to research by Gartner, evading a customer complaint on social media can result in a 15% increase in churn rate.

Think about it like this: When you ignore a customer complaint or respond by placing blame, you're letting the entire world view your brand through a negative lens. Take the opportunity to show off how polite and patient your brand is by responding with careful thought and kindness. After all, you are probably somewhat in the wrong, at least in their eyes.

By taking the time to understand their complaint and search for a solution, you might turn a furious customer into a loyal one. According to Harvard Business Review, customers who are met with positive, helpful customer service on social media are three times more likely to recommend that brand.

In the following infographic by Zendesk, you can get a deeper look at how to handle customer complaints on social media and implement stronger strategies in your company for dealing with customer complaints on those platforms -- all in a clear, concise visual that will save you and your team time researching. To learn even more about handling customer complaints on social media, read this post next about the best customer service tweets.

customer self service infographic

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Originally published Jul 6, 2018 8:00:00 AM, updated July 06 2018


Social Media Customer Service