How To Handle Negative Comments On Social Media
                     Negative Comments On Social Media
It appears that no business is immune to unfavorable remarks on social media, regardless of the 
kind of business you operate or how successfully you manage it. 
Negative comments on social media these comments provide excellent chances to reply to your 
audience in a way that they will value and be impressed by, regardless of whether it's a troll 
attempting to stir up trouble or sincere criticism about a bad customer experience.
But first, take into account the following suggestions from the Forbes Communications Council's 
marketing and communications gurus to make sure you're being successful and efficient. Here, 
they each provide their best advice and personal procedures for handling unfavorable comments 
on social media and keeping a favorable online reputation for their brands.
Top 13 Tips For How To Handle Negative Comments On Social Media
1. Make use of an automated review monitoring system.
We take a very systematic approach to negative feedback. In order to receive immediate notice 
of such reviews or feedback, we employ an automatic review tracking technology.
We can quickly resolve problems with this system, including spotting and removing phony 
negative ratings. In order to preserve brand integrity, key teams are working together in a 
coordinated effort rather than acting on an as-needed basis.
2. Express gratitude, acknowledge, and evaluate
In each circumstance, when someone provides feedback, recognize it, show gratitude, and then 
determine whether it calls for adjustments.
Feedback response methods must engage a variety of stakeholders because of the prevalence of 
cancellation culture and the increased stringency of regulatory compliance.
By cultivating an accountability culture, teams can respond swiftly and elegantly, particularly when 
time is critical.
3. Consider every criticism as a gift.
Feedback is present. Consider what responders say about the brand since most are interested or 
concerned. Usually, we reply on social media and provide them a simple method to get in touch with 
us so that we can have a more in-depth conversation about the matter via a private, secure channel.
4. Create Best Practices Guidelines
Establishing a procedure with rules for social media administrators regarding which comments to 
reply to or flag is crucial. Best practices for identifying what constitutes a negative comment and any 
possible repercussions serve as the foundation for our rules.
After that, pre-planned, strategic language is used based on the analysis. If it is found that the remark 
negatively affects the brand, 
it is forwarded to me for further handling.
5. Pay special attention and act fast.
Our social media profiles are part of our company-wide hypercare program. To ensure that no 
consumer (or commenter) ever needs to wait to feel heard, we monitor seven days a week and 
reply within twenty-four hours.
After that, we start working on fixing the problem. We respond to a single public remark before 
moving it to a more private setting, such as the phone or email. We view criticism as an 
opportunity to do better.
6. Adhere to the Five W's
My strategic filter consists of the five W's. Who provided the criticism? What do they intend to do? 
Why do people feel angry or upset? How frequently and when did they submit feedback?
Which outlets did they use to convey their opinions? We can make far more precise decisions about 
how to respond if we evaluate the input. We try to find out more if we don't know.
7. Take the unfavorable comments down.
To reduce the possibility that unfavorable comments may gain traction on social media, it is best to 
immediately shift it offline (that is, via direct messages, emails, or phone calls).
In particular, we promptly reply to the feedback that has been provided by sincerely apologizing for 
their experience and asking them to direct message us with their name and contact details so that 
we may investigate the issue and get in touch with them.
8. Customize Your Answer
In my experience, responding to unfavorable comments on social media calls for a quick, tailored, and 
calculated strategy.
We place a high value on prompt, courteous answers to demonstrate our attention, but only after 
carefully considering the context of each comment in order to customize our response.
In order to preserve public openness and confidentially resolve individual issues, our customer support 
representatives seek to move the conversations offline.
9. Apply the HEARD Method
I would advise utilizing the HEARD approach, which is widely used in the hospitality sector but can be 
applied to other sectors as it serves as a broad framework for efficiently handling complaints.
Listen to your customer respectfully, show genuine care, provide an apology if necessary, fix the 
problem, and assess the circumstances to identify the root of the issue and stop it from happening 
again.
10. Put in Place A Simple Procedure.
Companies have to set up a procedure for handling unfavorable reviews. Would you want to discuss it 
in the comments section? Please reply with an email requesting further details on the issue.
In these circumstances, you must adhere to your process in order to proactively handle the feedback 
and, most importantly, communicate to the customer that their voice is being heard.