management of negative customer reviews on Facebook

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1. The importance of good management of negative reviews on Facebook
2. How to manage negative customer reviews on Facebook?
Conclusion



1. The importance of good management of negative reviews on Facebook
Let’s start by looking at how mismanaging your negative Facebook reviews can impact your business.

First, your online reputation (or e-reputation) could suffer. If you do not respond to reviews or your bosnia and herzegovina phone number library response is not adequate (unfriendly or incomplete), your image will be tarnished. Indeed, 87% of French people say they refer to customer reviews to find out information and make a purchasing decision 1 : they therefore have access to your responses (or lack thereof), which can influence their perception of your company and/or your establishments.

Facebook reviews have a direct impact on your overall reputation because it is the most used social network: there are 2.989 billion monthly active users worldwide 2 . Your reviews are therefore widely visible and will therefore not go unnoticed.

Finally, beyond the impact on your prospects, don't forget your current customers. By responding correctly to the reviews they leave, even negative ones, you can improve their perception of your business, or even strengthen their loyalty .



management of negative customer reviews on Facebook

2. How to manage negative customer reviews on Facebook?
Best practices
To properly manage your negative customer reviews on Facebook, here is a checklist of good practices to put in place:

Respond to all your customer reviews ideally in less than 72 hours
Adopt a calm, courteous and above all professional posture. Avoid responding in the heat of the moment and demonstrate good faith.
Acknowledge the customer's dissatisfaction and admit that a mistake may have occurred and that it does not reflect on your overall service.
Propose a solution to resolve the problem : direct the customer to a contact method to extend the exchange and provide suitable resolution options.
Personalize your response , indicating the name/first name or nickname of the person and include the lexical field used in their opinion.
Continue the exchange privately: contact the person by email or telephone to ensure optimal follow-up and resolve the situation.