Customer Service on Social Media: How to Engage with Upset Customers

OABPO Blog Team Published on August 5, 2014 Last updated on August 29, 2023

Customer service on social media is a challenge, but it’s also an opportunity to turn upset customers into loyal fans.

Social media has become an essential tool for promoting businesses, engaging with customers, getting consumers insights, and creating exceptional customer experiences.

customer service on social media depiction dissatisfied upset customer

By responding to customer inquiries and complaints on social media, businesses can quickly resolve issues, build relationships with customers, and generate positive word-of-mouth.

While positive feedback and engagement can boost your brand’s image, negative comments and complaints can pose significant challengesโ€”especially when dealing with upset customers. Knowing how to effectively handle them and having a reliable social media service providers at your side, you have a unique opportunity to turn a negative situation into a positive one.

Here are some tips for managing customer service on social media:

  • Step 1: Monitor Your Social Media Channels

    customer service on social media employee monitoring multiple screens

    Monitoring your social media channels is a fundamental step in effectively dealing with upset customers. With the constant flow of conversations and mentions across various platforms, it’s crucial to stay vigilant and keep an eye on what customers are saying about your brand.

    Regularly check your brand’s social media accounts for mentions, tags, comments, and messages. Additionally, utilize social media listening tools that allow you to track keywords and phrases related to your industry or specific customer concerns.

    By actively monitoring your social media channels, you can promptly address customer concerns, prevent potential issues from escalating, and identify opportunities for proactive engagement.

    Keeping a close eye on your customers is a way to show the importance of good customer service on social media.

  • Step 2: Respond Promptly and Empathetically

    customer service on social media employee responding to consumers on laptop with colored word balloons

    When you come across an upset customer’s comment or complaint on social media, it’s essential to respond promptly and empathetically. Acknowledge their concerns and frustrations, assuring them that you are there to help.

    By demonstrating genuine empathy, you can begin to rebuild trust and show the customer that their satisfaction is your priority.

    Express empathy and understanding, showing that you genuinely care about resolving the issue. It’s crucial to avoid generic or automated responses, as they can make customers feel unheard and frustrated. Instead, take the time to craft personalized responses that address their specific concerns.

    Use active listening techniques to understand the customer’s perspective and tailor your response accordingly. By demonstrating genuine empathy, you can begin to rebuild trust and show the customer that their satisfaction is your priority. Remember, empathy is integral to effective customer service on social media.

  • Step 3: Take the Conversation to Private Communication

    customer service on social media depiction cx rep agent consumer in DM holding word balloons

    While it’s important to acknowledge the customer’s complaint publicly, it’s equally crucial to move the conversation to a private channel. This approach allows for more in-depth discussions and maintains the customer’s privacy.

    customer service on social media annoyed customer angry messaged chatting CX reps

    When responding to an upset customer on social media, request their contact information and suggest continuing the conversation via direct message, email, or phone. By taking the conversation offline, you create a more personalized and confidential space to address their concerns.

    This step demonstrates the importance of good customer service as well as your commitment to resolving their issue in a private and individualized manner. It also shows other customers that you take their privacy seriously and are willing to go the extra mile to ensure their satisfaction. This embodies exceptional customer service on social media.

  • Step 4: Work Towards a Solution

    customer service on social media depiction cx rep agent solutions holding jigsaw puzzles

    Once you have established private communication with the upset customer, it’s time to focus on understanding their problem and working towards a solution. Listen attentively and ask clarifying questions to gather all relevant details. Take ownership of the issue, even if it was not directly caused by your business.

    Collaborate with the customer to identify the best course of action to resolve the problem. Offer clear explanations, options, and timelines to set realistic expectations. It’s crucial to keep the customer updated throughout the process, as this reassures them that their concerns are being addressed and progress is being made.

    By actively involving the customer in finding a solution, you show them that their input and satisfaction are important to your business. This collaborative approach can enhance the customer’s perception of your brand and build trust. Working with them also shows the importance of good customer service on social media.

  • Step 5: Follow Up and Learn from the Experience

    customer service on social media depiction cx rep agent engaging with customers online

    Don’t consider the interaction finished immediately after resolving the customer’s issue because it completely ignores the importance of good customer service. Follow up with the customer to ensure their satisfaction and ask for feedback on their overall experience.

    This step demonstrates your commitment to their happiness and shows that you value their opinion. By reaching out to the customer after the issue has been resolved, you can gauge their level of satisfaction and address any lingering concerns.

    Additionally, take the opportunity to learn from the experience. Analyze the root cause of the problem and identify any areas for improvement in your products, services, or customer support processes. Implement necessary changes to prevent similar issues in the future, demonstrating the importance of customer service on social media.

Turn Things Around with a Proper Apology

customer service on social media depiction cx rep agent apologizing to customers online

Apologizing sincerely to upset customers via social media is an essential aspect that shows the importance of good customer service and reputation management. When customers express dissatisfaction or frustration publicly on social platforms, addressing their concerns with a genuine and heartfelt apology can help rebuild trust and foster positive relationships.

To apologize sincerely to upset customers, there are several key aspects you need to consider:

  • Product or Service Issues

    If your product or service fails to meet the customer’s expectations or if there are defects, it’s crucial to apologize sincerely for any inconvenience caused. Acknowledge the specific issue the customer faced, express your regret, and take responsibility for the problem.

    Assure the customer that you are committed to resolving the issue and preventing it from happening in the future. Remembering the importance of good customer service on social media will motivate you to keep your promises.

  • customer service on social media disappointed consumer looking at smartphone
  • Poor Customer Service

    When customers feel let down by your customer service, whether due to slow response times, unhelpful representatives, or miscommunication, a sincere apology is necessary.

    Acknowledge the customer’s frustration and disappointment, and apologize for the inadequate service they experienced. Make it a point to show the importance of good customer service, emphasize that their satisfaction is a priority, and assure them that steps will be taken to improve the quality of service.

  • Miscommunication or Lack of Clarity

    In cases where miscommunication or lack of clarity has led to customer dissatisfaction, a sincere apology is vital. Accept any misunderstanding or confusion that may have occurred and express regret for any inconvenience caused. Clarify the intended message or information and assure the customer that steps will be taken to ensure clearer communication in the future. This embodies effective customer service on social media.

    Moving forward, show the importance of good customer service by keeping things clear between you and the customer. Remember that transparency will always earn you trust.

  • Billing or Pricing Errors

    If a customer has been charged incorrectly or faced issues related to billing or pricing, a sincere apology is necessary. Recognize the inconvenience caused by the error and express regret for any confusion or frustration experienced. Clearly state your commitment to rectifying the billing or pricing issue promptly and ensuring that the customer is appropriately compensated.

    As previously mentioned, admitting to your mistakes shows the importance of good customer service on social media.

  • customer service on social media disappointed distraught dissatisfied man opening box package delivery
  • Shipping or Delivery Problems

    When customers encounter delays, damaged shipments, or other issues related to shipping or delivery, a sincere apology is essential. Show empathy for the inconvenience caused and express regret for any disruption to the customer’s plans or expectations.

    Clearly communicate the steps you will take to address the problem, whether it involves expedited shipping, replacement of damaged items, or improved logistics processes. Commit to the importance of good customer service by showing empathy and transparency.

  • Customer Dissatisfaction

    Regardless of the specific reason for customer dissatisfaction, a sincere apology should always be offered. Acknowledge the customer’s negative experience, express genuine regret, and assure them that their feedback is taken seriously. Take ownership of the situation and outline the measures you will take to rectify the issue and prevent similar occurrences in the future.

    Making promises to rectify mistakes will remind you of the importance of good customer service on social media, a commitment that you must take seriously.

  • Poor User Experience

    If customers encounter difficulties or frustrations when interacting with your website, app, or any other digital platform, a sincere apology is necessary. Recognize the inconvenience caused and express regret for any confusion, inconvenience, or frustration experienced.

    Clearly communicate your commitment to enhancing the user experience and assure customers that their feedback will be used to drive improvements. After all, involving the voice of the customers emphasizes the importance of good customer service.

When offering a sincere apology to upset customers, it’s essential to be genuine, empathetic, and transparent. Use personalized language and avoid generic or automated responses that may come across as insincere.

Tailor your apology to the customer’s specific experience, demonstrating that you understand their concerns and are dedicated to resolving the issue.

Customer Service on Social Media Strategy

customer service on social media manager CX expert agent rep hand on laptop with social media depiction

In addition to a sincere apology, customer service on social media to address the customer’s concerns. A clear action plan demonstrates the importance of good customer service.

Outline the steps you will take to rectify the situation, whether it involves providing a refund, replacing a product, improving internal processes, or offering additional support. Communicate a timeline for resolution and ensure that you follow through on your commitments.

Furthermore, it’s essential to actively listen to the customer’s feedback and engage in constructive dialogue. Respond promptly to their messages, address their questions or concerns, and maintain a respectful tone throughout the conversation.

By actively engaging with upset customers and demonstrating a genuine desire to resolve the issue, you can rebuild trust and strengthen customer relationships. Also, responsiveness shows the importance of good customer service on social media.

Remember that a sincere apology is just the first step in the process of resolving customer issues. It should be followed by swift and effective action to rectify the problem, continuous improvement in your products and services, and ongoing efforts to enhance the customer experience.

By acknowledging mistakes, offering heartfelt apologies, and taking proactive measures to prevent similar incidents, you can turn upset customers into loyal brand advocates and show the importance of good customer service.

Can Outsourced Customer Support Help Appease Upset Customers via Social Media?

customer service on social media customer support team working in outsourcing CX call center using laptop work

Outsourcing customer support has become an increasingly popular option for businesses looking to efficiently and effectively handle customer interactions, including those on social media.

When it comes to dealing with upset customers on social media, outsourcing customer service on social media can provide several benefits that can help your business navigate these challenging situations and maintain customer satisfaction.

Let’s explore how outsourcing to a third-party customer support service provider can assist your business in dealing with upset customers via social media.

  • Round-the-Clock Availability

    One of the key advantages of outsourcing customer support is the ability to provide round-the-clock availability to address customer concerns. Social media is a platform where customers can express their frustrations at any time, and prompt responses are crucial in managing these situations.

    By outsourcing customer service on social media, you can have a dedicated team available 24/7 to monitor your social media channels, promptly respond to upset customers, and address their concerns. This ensures that no customer complaint goes unnoticed or unattended, regardless of the time of day.

    Having a responsive and available support team can help defuse tense situations, prevent them from escalating, and demonstrate your commitment to customer satisfaction.

  • customer service on social media customer support expert in outsourcing CX call center using laptop work
  • Access to Customer Interaction Experts

    Outsourcing customer support allows you to leverage the expertise of professionals who specialize in handling customer interactions. Customer support agents who are experienced in managing upset customers understand the nuances of these interactions and are trained in techniques to effectively address customer concerns.

    They are skilled in diffusing tense situations, showing empathy, and providing satisfactory resolutions. By outsourcing to a reputable customer support provider, you can ensure that your customers are supported by experts with the knowledge and skills to navigate these delicate conversations with professionalism and empathy, showcasing exemplary customer service on social media.

  • Multichannel Support Capabilities

    Dealing with upset customers on social media often requires a multichannel approach to provide comprehensive support. Outsourcing customer support can offer you access to a range of communication channels beyond social media, such as email, live chat, and phone support.

    This allows you to seamlessly transition upset customers from social media to a more private and personalized channel, where their concerns can be addressed in-depth. A multichannel support strategy ensures that customers have options to communicate in the way that is most convenient and comfortable for them.

    Outsourcing to experts that specialize in customer service on social media also allows your business to maintain a reliable and seamless support system across multiple channels, ultimately enriching the overall customer experience.

  • customer service on social media customer support expert working in outsourcing call center
  • Efficient Handling of High Volumes of Interactions

    During periods of high customer activity or when dealing with a viral complaint, the volume of interactions on social media can quickly become overwhelming for an in-house customer support team. Outsourcing customer support provides scalability, allowing you to handle surges in interactions effectively.

    Outsourcing providers have the resources and infrastructure to handle large volumes of customer interactions, ensuring that no customer is left waiting for a response. They can manage the influx of upset customers and allocate the necessary resources to address their concerns in a timely manner.

    Employing effective customer service on social media enables you to prevent customer frustration and demonstrates your commitment to resolving their issues promptly.

  • Analytics and Reporting Insights

    Outsourcing customer support often comes with the added benefit of advanced analytics and reporting capabilities. These tools allow you to gain valuable insights into customer sentiment, trends, and patterns based on social media interactions.

    Outsourcing providers can analyze data from customer interactions to identify common pain points, recurring issues, and areas for improvement. By leveraging these insights, you can proactively address customer concerns, make informed business decisions, and implement strategies to prevent similar issues from arising in the future.

    This data-driven approach helps enhance your overall customer service on social media strategy and demonstrates your commitment to continuous improvement.

Key Customer Service Skills

customer service on social media customer support expert model employee holding star

Only skilled customer service agents can effectively deal with upset customers on social media. So, what qualities should a good customer service representative have? Here are key customer service skills that they must possess:

  • Empathy

    Being able to understand and relate to customers’ emotions and needs, showing genuine care and concern.

  • Active Listening

    Paying full attention to customers, understanding their concerns, and asking relevant questions to gather information.

  • Communication Skills

    Articulating information clearly and effectively, both verbally and in writing, to provide accurate responses to customers.

  • Patience

    Remaining calm and composed when dealing with challenging or upset customers, and not rushing through interactions.

  • Problem-Solving Abilities

    Analyzing issues and finding practical solutions to address customer service on social media promptly.

  • Positive Attitude

    Maintaining a positive and optimistic demeanor, even in difficult situations, to create a pleasant customer experience.

  • Product Knowledge

    Having comprehensive knowledge about the products or services offered to provide accurate information to customers.

  • Adaptability

    Being flexible and able to handle various customer personalities and unique situations.

  • Time Management

    Efficiently managing time to ensure prompt responses and resolutions to customer inquiries.

  • Professionalism

    Demonstrating professionalism and courtesy in all interactions, maintaining a respectful tone and demeanor.

  • Resilience

    Bouncing back from challenging interactions and setbacks, staying motivated to provide excellent service.

  • Proactive Approach

    Anticipating customer needs and offering assistance or relevant information before customers ask.

  • Team Player

    Collaborating effectively with colleagues and different departments to ensure seamless customer service on social media support.

  • Conflict Resolution Skills

    Dealing with conflicts diplomatically and finding mutually beneficial solutions.

  • Multilingual Abilities

    Being proficient in multiple languages to cater to a diverse customer base.

  • Knowledge of Company Policies

    Understanding company policies and procedures to provide consistent and accurate support.

  • Emotional Intelligence

    Recognizing and managing emotions, both for themselves and customers, to handle situations empathetically.

  • Customer-Focused Mindset

    Prioritizing the customer’s needs and satisfaction in every interaction.

  • Attention to Detail

    Paying close attention to the specifics of customers’ inquiries or issues to offer personalized solutions.

  • Empowerment

    Having the authority to make certain decisions to resolve issues promptly and efficiently.

  • Follow-Up Skills

    Following up with customers to ensure satisfaction and to demonstrate continued care for their concerns.

Customer service on social media can be challenging, but with the right approach, it can also be an opportunity to strengthen customer relationships and build loyalty. Effective handling of upset customers on social media also shows the importance of good customer service.

By actively monitoring your social media channels, responding promptly and empathetically, taking conversations to private communication, working towards solutions, and following up with customers, you can effectively navigate these interactions and turn negative experiences into positive ones.

Remember, each interaction is a chance to learn, improve, and showcase your dedication to customer satisfaction. By prioritizing customer-centricity and implementing these five steps, you can highlight the importance of good customer service on social media, foster long-term customer loyalty, and transform upset customers into loyal brand advocates.

Outsourcing customer support to Open Access BPO is also a wonderful choice for your business if you want to better serve your customers via social media or other channels. Our customer support expertise is boosted by our multilingual capabilities thanks to our diverse workforce.

Partner with Open Access BPO by contacting us today.


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