Facebook is one of the most powerful mediums for brands to communicate with customers and potential leads. The down side? It’s also the best way to get a brand’s attention with negative comments. Since your Facebook page is public, your customer service and post replies need to be top notch for the world to see.
Not sure how to respond to negative comments? Here are some example posts from upset Facebook fans and the best replies that you can steal today!
Examples Replies for Upset Facebook Fans
#1 Apologize publicly
Always make sure to make your replies directly on the comment or post on your Facebook page, even if you handled the issue outside of Facebook. This way potential leads and customers will know how great your customer service really is.
Reply: Hi, John Doe! Thank you for letting us know about your issue. We take our customer service inquiries very seriously and we’re SO sorry that you haven’t had a good experience getting in touch with our customer service department. Please send us a direct message with your phone number and order number so that we can resolve the issue right away. Have a great day! -Alex [it’s always great to include a name to make your responses more personal and human]
#2 Offer a solution directly
If you’re able to offer a solution immediately and publicly, feel free to do so. Don’t worry if the conversation becomes a long thread, it could be useful for a future inquiry as well!
Reply: We’re so sorry to hear that you are unhappy with the number of emails you are receiving from us, John Doe! We try to only send emails that you would enjoy or find useful. If that’s not the case, you can always adjust your email settings or unsubscribe from your “Account Settings” on our website or from the “Unsubscribe” link in the footer of the last email we sent you. If you have any issues unsubscribing, please don’t hesitate to send us a private message and we’ll get that taken care of for you right away. Have a wonderful day! – Alex
#3 Admit there’s been a mistake
Being honest and human is one of the best ways to show your sincerity to customers. Don’t be afraid to admit that there’s been a mistake or a technical issue to let your customers know you’re always improving! Hey, nobody is perfect right?
Reply: Hello, John Doe! Oh no, that’s not right. There seems to have been a glitch in our system. We’ll make sure your credit card gets refunded for the extra charge right away. Could you please send us an email to socialmedia@customerservice.com with your order number and our accounting team will take care of this immediately. Our tech team will also look into the issue to make sure this doesn’t happen again. Thank you for shopping with us! – Alex
#4 Reply, even if it seems too late
It’s never too late to respond to a customer’s comment, even if it was completely overlooked and they haven’t followed up. Other visitors can see this, and being unresponsive is never a good look for customer service!
Reply: Hello, John! We’re deeply sorry for the delay in responding to you, we had a little hiccup in our replies this week but you can be sure that it won’t happen again. Could you send us a message directly with your order number and the last 4 digits of the card you placed the order on? We’ll get this taken care of ASAP and if your order has shipped or you’ve been charged, we’ll get it all figured out for you immediately. We’ll keep an eye out for your private message! Thank you for shopping with us! – Alex
#5 Raging customer? Get the higher ups to reply!
There’s no reason company executives can’t step in and help out with customer service when it’s really necessary. Show your upset fans that the company really cares and get the CEO, COO, CMO, or CTO to write back.
Reply: Brett Davis, CEO of Company X, here. John, I wanted to personally apologize for the shipping issue that you’ve had during what should be the happiest time of the year. I understand how important it is to have all your gifts ready for Christmas, because it’s important for all of us here at Company X. I’ll get this sorted out for you right away. Please send over a Facebook message with your order number so that I can personally make sure your son has an awesome gift waiting for him on Christmas morning. Our sincere apologies for the inconvenience and from our family to yours, happy holidays!
The Best Facebook App for Customer Service
Looking for a Facebook app to enhance your customer service? Install the Contact Form app to add a contact form tab to your Facebook page for customers to easily and swiftly get in touch. You can manage customer inquiries, assign messages to colleagues, and create Text Templates to reply faster to your customers.
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