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PrintBase provides customer service to all merchants to eliminates the burden of handling customer service and ease your work management. Several hot-tempered customers, on the other hand, will choose not to contact PrintBase's customer support team but post negative feedback and complaints on the merchant's Facebook page. This will have a negative impact on the reputation of the store as well as the Facebook page. In this article, we will guide you on how to handle these complaints wisely with a customer-centric mindset.

In this article

A. Step 1: Publicly respond to the negative comments on Facebook page
B. Step 2: Sympathize with customers and offer support via Facebook inbox
C. Step 3: Send order information to PrintBase's customer support team
D. Tips: Four things you should never do when handling complaints on your Facebook page

A. Step 1: Publicly respond to the negative comments on Facebook page

Responding to comments directly and quickly will help to soothe customers and make them feel heard. Your public responses will also help to reassure other customers, reducing other negative feedback on the site.

The general formula for a negative feedback response is: apologize to the customer, appease the customer, and provide contact information for customers to seek assistance.

You can use the template below for reference:

We are sorry to hear about your negative experience when shopping with us. We have taken the necessary actions and will ensure this incident does not repeat itself.

We would like to do everything we can to make this right for you.

We remain committed to our customers and your satisfaction. May I inbox you personally to resolve this problem? Thank you in advance.

For any request or support, please contact us at your earliest convenience so we can find a solution that makes you happy. You can reach us by phone {business phone number} or contact us via email at {business email address}.

B. Step 2: Sympathize with customers and offer support via Facebook inbox

Please send your customers a message via inbox as soon as you have responded to their comment to ease the situation. Begin by introducing yourself, apologizing to the customer once more, and showing your empathy in the situation.

Then, ask them for the order ID or order name, as well as the customer's name and email address to send to PrintBase's customer support team. PrintBase's customer support team will contact the customer directly and handle any issues that the customers are facing.

You can use the template below for reference:

Hi {customer name},

I’m {your name}, customer support from {business name}. I would like to personally apologize to you for the negative experience when shopping with us. If I were you, I would feel the same way. Hence, we would like to do everything we can to make this right for you.

Have you contacted our CS team via email {business email address}. If not, could you please give me your order number or the email that you ordered with us, so we can look into the problem? I will get back to you as soon as we have the solution.

Thank you in advance.

C. Step 3: Send order information to PrintBase's customer support team

Once you have the customer's information, please contact PrintBase's customer support team via Live Chat as soon as possible with the information you have collected. PrintBase's customer support team will immediately check the status of the order and contact the customer directly to resolve the issue, as well as keep you updated on the situation.

After that, please remind your customers to check their email inbox for updates.

D. Tips: Four things you should never do when handling complaints on your Facebook page

Arguing with customers: Customers always have their own reasons for complaining about products, so getting angry with customers only makes the situation worse. Instead, you should calmly discuss the situation with customers in order to understand the situation and devise a reasonable plan.
Hiding comments: If a customer is angry and their problem is not completely resolved, the customer will likely keep on commenting and making claims until you have addressed them.
Deleting comments: Never delete comments without the customer's permission or when the issue has not been resolved satisfactorily. When the customer's complaint has been resolved and the customer is calm and satisfied, you can ask them to delete the negative comment or, even better, give the page a high rating.

You can use the template below for reference:

Hi,
Thank you so much for being patient with us. We appreciate your feedback and are grateful for your continued business and the opportunity to fix our mistakes. Your time is valuable to us, and we would be forever grateful if you would please consider updating your feedback on our Facebook Page.

Thank you in advance.
[Remember to insert the link to their previous comment]

Doing nothing, ignoring the customer, and switching to a new Facebook page: This is most likely how most merchants will handle it, but it does not completely solve the problem. Firstly, ignoring customers can result in the loss of a potential customer and a negative impact on the store. Furthermore, when changing the Facebook page while keeping the store's domain, it is unavoidable that the customer finds out and continues to comment negatively in the new page.

When it comes to responding to customer complaints on social media, the best strategy is to respond quickly and honestly. Take advantage of this opportunity to directly engage with your customers and build loyalty. Following these steps, you can easily strengthen your credibility with current and potential customers, and manage your online reputation quickly. It signals to your current customers that you value their opinions. At the same time, new and potential customers will see that you provide excellent service which will attract them to you.

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How to contact and connect with ShopBase Customer Support Team
Overview of PrintBase
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