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Responding with empathy and clarity goes a long way, even if you may not necessarily agree with the customer. It’s important to acknowledge their experience and show that you're genuinely listening to their concern. Even when faced with complaints or negative feedback, turning the situation into a positive experience can help build loyalty

For example, I once dealt with a customer who hadn’t received their payment for an influencer partnership. Although we hadn’t found any previous messages from them, they claimed to have reached out multiple times and posted negative comments about the company on Twitter. When I saw their public complaints, I took a moment to empathize with their frustration instead of responding with a generic reply. (Note: I think response templates are incredibly helpful, but sometimes a more thoughtful response is necessary.) I acknowledged their concern, apologized for the inconvenience, and assured them we were actively working to resolve the issue. I followed up with a direct message offering a solution and kept them informed on the progress. This personalized approach turned the conversation into a positive one, and the customer expressed gratitude and removed their posts.

Ultimately, social media care is about building relationships, not just solving problems. Being timely, human, and solution-oriented matters!

Very thoughtful, Lexi, and such a great reminder to empathize!!

Yes! Often times people get louder and angrier because they aren’t heard. When you ditch or customize the response templates giving space for touching on what’s bothering them, people fall more in love because you’ve now had your first “couple fight”, made it through, and have a stronger foundation of trust on both sides. 

I love this ​@alexiambrown, and I think you nailed it with that interaction. Don’t hesitate—reply to their comment, send them a DM, and we often include the phone number of someone they can reach out to directly about their concern. These actions show that you’re engaged and that your brand cares about their issue. And also.. “The customer is always right.”

 

 

I like that advice. Thoughtful, considered, empathy is valuable in finding common ground with customers especially when a crisis comes up. Building a good foundation with them first helps a lot because it’s easier to find empathy with a customer you already have a strong relationship with.

Fantastic post! You've highlighted an essential aspect of customer care that often gets overlooked—empathy and clarity truly form the backbone of excellent service. Your insights are both informative and logical, offering a clear perspective on how businesses can enhance their customer relationships.

On a related note, having Holiday Hours Information readily available is another way businesses can show empathy and provide clarity to customers during busy times. Thanks for sharing such valuable thoughts

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