Protecting your Facebook page is crucial for protecting your brand
Our social media channels are equivalent to customer service centres. Like it or not, customers are more likely to post a comment on your Facebook page than phone a call centre or helpline. Unfortunately, it does mean your company opens itself to negative feedback, trolling and harassment.
Use negative reviews and genuine customer feedback to your advantage. It gives your company a chance to showcase your spectacular customer service skills and demonstrate the willingness to hear what customers think. Of course, it can be frustrating when trolls and keyboard warriors launch an assault, but it doesn’t have to be damaging for your brand.
Think of it as a golden opportunity to show off your superior customer service skills, just as you would on the phone to an enraged client. Plus because we’re really just super-amazing at FloSocial, we’re going to equip you with the tools you need to monitor and manage customer comments and negative feedback.
How do I deal with negative feedback on Facebook?
There are 5 simple steps you can take to manage, reduce and recover from negative and nuisance feedback:
1. Set up your profanity filter
On your page setting, you will find a profanity filter that will automatically scan and blocks comments containing certain keywords on the profanity list. Facebook creates this list from commonly reported words or phrases and compiles them into what’s considered ‘medium’ (PG13) ‘strong’ (R-rated movie style) and ‘off’ completely allowing any words under the sun to be used in posts. If your brand is conservative or family-orientated set the filter to high. If you are okay with some mild language then ‘medium’ will cover you.
2. Choose how you allow customers to post
As much as customer engagement is encouraged at times of PR crisis or negative media and unwanted attention, you can choose to turn off the ability to post or comment freely or place visitor posts into a review system for approval.
3. Set up a list of blocked words
Facebook can block certain keywords from pages comments or posts. If they are detected they will automatically be marked as spam, providing admins with an opportunity to approve or decline before they become visible. (NB: These are in addition to the normal profanity filter settings).
If you experience a PR crisis centred on an individual or event, you can enter the names and phrases associated with this to add to your blocked word list. This will help you control what is posted with regards to the situation.
4. Use Business Manager to control your team’s access and assign roles
Business Manager on Facebook is designed to allow teams to work across multiple properties, pages and advert accounts. It easy for employers to assign their social media team the right level of access to pages and if needed revoke access quickly.
Unlike simply using the page level to allocate admins and editor to your page, Business Manager allows you to take ownership, so you can easily remove admins and you reduce the risk of an employee going rogue and removing you as an admin of your own page.
4. Add a Messenger greeting prompt or chatbot
Activating a customer service prompt such as a Messenger greeting or chatbot when a customer lands on your page can actively direct your customers to contact with customer service and may prevent unwanted page posts by easing the frustration your customer feels. If you are using a chatbot, be sure to add a quick response button or option to contact your customer service team.
Remember, no one has the right to bully, intimidate you or write hurtful comments online no matter how frustrated they feel with your business.
Follow the BIRD principle to deal with unwanted visitors to your Facebook page
Block a nuisance person from your page. You can also choose to hide their comments. They will still be able to see it but no one else aside from your page admins will.
If you feel behaviour Is getting annoying or repetitive you can ignore it. The best practice is to take the conversation offline. Chances are, if provided with a phone number to discuss grievances, the disgruntled customer won’t call. Yet, it still shows the other customers you have tried to resolve the issue.
Take the conversation offline or into a private message and if you feel its appropriate to reason with the customer.
Comments that’s are extremely unnecessary or potentially upsetting to others can be hidden or deleted from your page. Try not to make a habit of removing posts or comments you don’t like because this can also result in customers thinking you have something to hide and may incite further attacks. However, if you’ve resolved a customer’s complaint and they are happy, you can ask them politely to delete it. Most people will oblige.
At the end of the day, it’s your page and your business. You have the right to remove any comments that you don’t want to affect your brand.
You do not have to put up with personal attacks on particular employees or on your personal pages. For more information on cyberbullying and how to stay safe online, contact www.cybersmile.org