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How to handle customer feedback on social media

If someone posts a complaint on your business’s Facebook page or Twitter feed, how best to respond? Would you a) delete or ignore it b) discuss a possible resolution via comments on their post or c) thank them and make contact privately?

In this article, MBIE shows you how to turn feedback — good or bad — into an opportunity.

Complaints, questions or compliments posted on your business’s social media pages offer a chance to make a positive impact on what current and prospective customers think of your business. Quickly resolving a complaint, for example, can build credibility and goodwill amongst your followers.

1. Plan ahead

2. Keep across it

3. Review carefully

4. Respond Quickly

5. Learn and improve

More info: www.business.govt.nz