You will find a lot of benefit with my personal examples and responses to negativity. For more than seven years, I have been selling my expertise, knowledge and experience in various social networks and I know firsthand about working with negativity.
The most important thing in dealing with negativity is to treat this process as an integral part of the activity. It is important to understand its nature and act with a cool head. All negative comments are initially aimed at damaging the reputation and affecting the emotional state of the addressee. When responding to any negativity, it is important to save face, not allow boundaries to be violated, and not give the opportunity to write to everyone and anyone whatever they want, without reason. This will discourage some users from splashing out their bad mood on your resources.
First, let's figure out what criticism and trolling entail. We'll divide all the negative people into groups, understand their goals and objectives, because each group needs to be handled differently.
The reasons for negative comments are very simple and can be caused by various factors:
Product dissatisfaction
This is the most common reason for negativity. Customers may canada email list their dissatisfaction with the quality of the product or service, delivery times or service.
This reason should not be ignored. It is important not only to understand the validity of the negativity, but also the details. Understand whether there are any shortcomings in your work and how to fix them. This is why it is necessary to contact clients of such comments to clarify the situations. Often the negativity itself may not be addressed to the seller of goods or services, but to assistants, partners or intermediaries. This negativity can help improve the customer journey or the quality of the service provided.
Example:
Comment: "Your new training is the same as the old one, only the price is higher."
Answer: “In our new training, the entire basis from the previous course is really the base, the foundation, without which you cannot move forward. Unfortunately, marketing and sales are not a literary poem, although the meanings there are the same at all times. We are very sorry that you did not notice two fundamentally new blocks in our program, which allow you to more effectively apply old knowledge. As well as a lot of new examples and analysis of situations with their solutions. Based on the feedback from clients who took the previous courses and the one you are talking about, we realized that thanks to the new materials, their sales and influx of clients increased. This was our goal. Let's move to private messages and discuss options for how we can be even more effective for you.”
Negative experience
Rude treatment from service personnel, employees, long waits for a response or ignoring requests can provoke negative reviews. Here, too, it is important to communicate personally and sort out the situation.