What to do when customers get mean on social media

Business man chained to his computer

How dealing with angry customers can be an opportunity to show the world how your company cares about customer service.

There’s a growing army of unhappy, sometimes bitter and angry customers who take to social media to vent their frustrations about a brand’s products or services. Sometimes they can get so mean that their feedback is more an attack than a request for customer service.

No matter the size of your company, angry customer tirades can damage your reputation online. In my experience, you can encounter at least two types of unsatisfied customers communicating with you over social media:

  • A person who was genuinely hoping for a good experience with your product or service, had a bad experience and simply wants to vent and seek acknowledgment or a solution.

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