Video: The 6 R’s of Social Media Customer Service Response

You can also view the transcript below:

Accept It- We live in a society where EVERYONE wants to voice their opinion

It seems that the loudest voices are those that are constantly negative

What makes it worse is social media has made it easier for them to speak!

Though this is the case…..NOTHING is worse than having a negative voice speak about


These voices are toxic- Poison to your brand and business.

They come in many different forms; either they will be there to complain about their experience with you…or wreak havoc- their actions are deadly and can cause your business serious problems!

So …. The question is… what do you do when these monsters come with the intention to destroy your social media presence?

Simple- You use the 6 R’s

These easy six steps will help turn any crisis into a positive experience.

Respond Quickly

Customers feel that their comments and concerns need to be addressed instantly and through the same social media channel. Some companies attempt to respond within an hour. While others try to reply within a twenty-four hour period. Regardless of the situation it’s up to address the problem first! Monitor your social media platforms to be sure that no crisis is slipping through the cracks!

Reply In A Conversational Style

It’s important to reply to any crisis or situation in the most conversational way possible. Be sure to customize each response and be sure to Stay away from canned answers and reply’s.

Refuse To Be Defensive

Be in control of the situation, especially if the customer is obviously angry.   Begin with an apology and ask certain questions. Show a sincere desire to listen while reassuring them that you’re doing everything in your power to resolve the issue; stay cool and don’t get defensive.

Request a private form of communication

Obtain the customers contact information immediately. Ask them to send a direct message to you, with their information. This allows you to interact privately on the phone or in a longer email conversation. This will save you from public humiliation!

 Resolve Publicly

When the problem is resolved be sure to go back to the original social media channel and show gratitude towards the customer. Say thank you… for bringing the problem to your attention, and allowing you to fix it. The goal here is to show publicly that the experience was resolved in a positive manner .

Review The Experience

Go to the initial spark of conflict. Observe your business, ask yourself…. What can we learn from this experience? Is there a part of our company that can be improved? Using these experiences as opportunities of growth will benefit your business immensely.

It’s inevitable! As a business owner you will always come across a crisis. Every business has to deal with these types of situations…The difference is.. when the moment arises ….

How will you respond?