Recently, many brands running private domains have encountered the problem of "customer complaints" in the community to varying degrees, so how to deal with them? Keep in mind the first principle of emotional processing. Deal with customers in the first place

Recently, many brands running private domains have encountered the problem of "customer complaints" in the community to varying degrees, so how to deal with them?

Keep in mind the first principle of emotional processing. Deal with customer emotions (private chat) at the first time, and even turn the crisis into an opportunity (after proper handling, you can publish the solution results in the group), and then state the origin of the matter: product problems? Service problems? Or is it just malicious denigration by users?

1⃣️ Speed first: the first time to find out, do not let the crisis spread

2⃣️ Scene blocking: Don't deal with it in the group! As far as possible, the amount of guidance and appeasement into the micro 1-on-1 dialogue mode

3⃣️ Proper handling: The customer complaint emergency SOP prepared in advance can be started, and the personnel responsible for the section within the enterprise can be contacted in time to give timely and proper handling as much as possible

4⃣️ Shifting the topic: Adjust the community atmosphere with other topics

5⃣️ Follow-up: give proper handling and timely improvement within the enterprise to avoid similar situations

🔎 Product problem: refund or reissuance, within the scope of authority can be appropriately given some cloth field to save reputation

🔎 Service problem: apologize to the customer and clear the way to deal with it, do not shirk or kick the ball

🔎 User denigration: You can arrange an atmosphere group member to guide public opinion in the group, and then invite the user out of the group chat

🔎 In addition, for the negative feedback given to you by users, internal rectification and optimization of service processes (unfortunately, many companies directly ignore this)