From the course: Brand Strategy: Management of Your Brand Reputation

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Social media customer service and negative reviews: Top tips

Social media customer service and negative reviews: Top tips

From the course: Brand Strategy: Management of Your Brand Reputation

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Social media customer service and negative reviews: Top tips

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- We've heard the horror stories where negative press, disgruntled employees, antagonistic bloggers, or unhappy customers damage a brand's reputation in an instant. The power of one negative review can have a bigger ripple effect than several positive reviews. And as your brand awareness and online community grow, it's inevitable that one day you may hit a bump in the road and find an unflattering review or a straight out negative comment on your page. Now, I know it can be very tempting to zing them back with a snarky comment, but that really won't get you anywhere. So here are my top tips to improve customer support and handling negative comments on social media so that you can maintain a positive brand reputation. First is to monitor social media mentions. Monitoring mentions is important so that you can see if the comment is positive or negative and respond accordingly. If you are the sole manager of your brand…

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