Reputation Management:

Upset Customer

WHAT RYAN AIR SHOULD HAVE DONE

You MUST be aware that your client is unhappy and understand the origin of the problem then your fi rst priority is to put yourself into the customer mindset.

Remember that negative words is an opportunity. A great response strategy can convert angry and upset customers into loyal

This means that you set aside any feelings you might have that the situation isn't your fault.

1/ADJUST YOUR MINDSET

The most important is read carefully  what your client or customer is highlighting – he wants to be heard and understood.

It is diffi cult to be everywhere and handle all your soical media platform. To help you to deal with this problem, here are som tips:

Set up Google Alerts for your brand and industry keywords.

Keep a close eye on your FacebookpageListen on Twitter.Make a list of any forums or communities where your

customers congregate and regularly check in on them.

2/BE PROACTIVE

Sometimes, not all critics are relevant and reflect the reality.

It is sometimes better to moove on.

Focus mainly on your main social platform

3/SELECT WHICH CASE DESERVE AN ANSWER

If you are facing a negative comment from an upset customer, you must answser as quick as you can because the mor you wait for answering, the worst it gets.

4/RESPOND AS QUICK AS POSSIBLE

Once you're sure that you understand your client's concerns, be empathic . Show her you understand why she's upset.

For example, you could say, "I understand why you're upset. I would be too. I'm very sorry that we didn't get the samples to you on time, especially since it's caused these problems”.

5/BE EMPATHIC & APOLOGIZE

The worse answer you can make to customers is to respond with a pre-registered and standardized response.

Show the upset customer that you are really concerned by the problem

6/NO PRE-REGISTRED ANSWER

Make mistakes is human. It’s how we fix them that people remember.

Go straight to the pointMake some real apologizeOff er them something equivalent to the damage

caused.

7/OFFER A REAL AND HONEST SOLUTION

8/TAKE ACTION & FOLLOW UP

Once you've both agreed on a solution, you need to take action immediately. Explain every step that you're going to take to fix the problem to your client

Once the situation has been resolved, follow up with your client over the next few days to make sure that she's happy with the resolution.

The most important is that the customer communicate the impressive recall on you social platforms such as Twitter and facebook

What you say about yourself isn’t as powerful as what others say about you. It’s true when people are promoting you, and it’s true when people are calling you out.

Using good comments to show to unsatisfied customers that you are a company that cares about their customer, all fo them

9/USE GOOD COMMENTS

Your last step is to reduce the risk of the situation happening again.

If you haven't already done so, identify how the problem started in the fi rst place

Find the root of the problem  and make sure it's fixed immediately

10/USE THE FEEDBACK