I was wondering what the best policy is for handling customer complaints on your Facebook Page? Do you ignore, respond publicly, privately or let your users come to your rescue? Or is it a combination of the above. Is there such a thing as best practices?

Thanks,

James

@jeduchscherer

It really depends on the situation and yes, there are best practices.  If it’s a public matter, meaning something that many people are asking, complaining or know about, a public response may be best.

If it’s one customer that is having an issue with something, it’s better to contact them directly to help fix the problem.  You can also reply to the message the publicly posted with something like “I have sent you a private message, I look forward to helping you” or something to that effect so others see that the complaint is being resolved.

You never want to ignore your customers or fans on social networks.  It can cause a lot more damage in the long run.  You really need to look at the situation and use your best judgement.  

@asearfoss Great article, thanks for directing me to it.

You’re right about responding and being transparent. To not respond would be like having  a customer right in front of you in a retail situation and ignoring them while they complained. They would think there was something seriuosly wrong with you.

Thanks for the advice

James

I agree to what Nichole said. I would respond publicly and if the topic is too sensitive, make a note that you are going to contact him/her privately. Otherwise it might look like you ignore your fans’ comments. 

Of course it’s nice to have your other fans take your side, but if their reaction is taking too long, you would need to take action first.