{"id":1044,"date":"2017-05-24T07:00:30","date_gmt":"2017-05-24T07:00:30","guid":{"rendered":"http:\/\/bakers.ro\/?p=1044"},"modified":"2017-08-04T12:02:35","modified_gmt":"2017-08-04T12:02:35","slug":"how-you-should-really-reply-to-the-negative-social-media-messages-part-i","status":"publish","type":"post","link":"https:\/\/bakers.ro\/index.php\/2017\/05\/24\/how-you-should-really-reply-to-the-negative-social-media-messages-part-i\/","title":{"rendered":"[:en]How you should really reply to the negative Social Media messages – Part I[:ro]Cum ar trebui s\u0103 r\u0103spunzi mesajelor negative din Social Media – Partea I[:]"},"content":{"rendered":"[:en][vc_row type=”full_width_background” full_screen_row_position=”middle” bg_color=”#e0e0e0″ scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″][vc_column column_padding=”padding-2-percent” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/1″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”]
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Are you a beginner at managing your brand\u2019s social media account?<\/h4>\n

No worries, you\u2019ve come to the right place\u00a0! We\u2019re here to help you learn how you should really reply to your not-so-pleasant Social Media messages & comments. <\/div>

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1. Try replying in the shortest time possible<\/strong><\/h5>\n

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Either you want it or not, the badge who measures the response time is considered to be the real face of your brand in social media.<\/p>\n

A good community manager never ignores mesages (we\u2019re talking here about the ones who never ever got their message replied). As a matter of fact, you shouldn\u2019t take longer than an hour to answer them.<\/p>\n

During this time, you must inform them that you got their message and that you\u2019ll offer them more info as soon as possible.<\/p>\n

The ones standing behind the questions posted on Social Media will feel much better and closer to the brand when\u00a0 their matters are listened and handled fast.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”600″][vc_column_text]\n

2. Unhappy users? Dont wash your dirty laundry in the \u201eonline eye\u201d<\/strong><\/h5>\n

 <\/p>\n

Most of the times, the unhappy users would strew over your wall with negative comments.<\/p>\n

In such cases, we recommend you to invite them on a private chatbox, where they can \u00a0tell you all their discontents regarding a product or service of your brand.<\/p>\n

This way, not only your wall will look much cleaner, but the users will feel a sense of relief knowing that they did what they felt like doing.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”700″][vc_column_text]\n

3. Keep your calm<\/strong><\/h5>\n

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Most of the time, having to reply to negative messages can really put a strain on your positive outlook. It can get both frustrating and tiring. But what matters most is the fact that you shouldn\u2019t take it personally.<\/p>\n

After all, these kind of messages don\u2019t really apply to you, but more to the brand.
\nRemember:<\/strong> you\u2019re only \u201ethe voice\u201d behind the screen.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”800″][vc_column_text]\n

4. Humanize your way of replying to people<\/strong><\/h5>\n

 <\/p>\n

No one likes someone who replies to their messages on a cold, dried-up tone of voice. Instead, you should chose to personalise your answer.<\/p>\n

Try adding up a sprinkle of empaty and real concern to the user\u2019s unlimited chain of problems.<\/p>\n

\"\"Power tip<\/strong>: don\u2019t shy away at the thought of using the name of the user. This enhances the conversational and friendly\u00a0 tone of voice of the discussion.<\/p>\n

\u00a9Sursa media: http:\/\/superspicymedia.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row][:ro][vc_row type=”full_width_background” full_screen_row_position=”middle” bg_color=”#e0e0e0″ scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″][vc_column column_padding=”padding-2-percent” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/1″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid”]

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E\u0219ti un \u00eencep\u0103tor \u00een administrarea contului de social media aferent brandului t\u0103u?<\/h4>\n

Nici o problem\u0103, ai venit \u00een locul potrivit! Suntem aici pentru a te ajuta s\u0103 \u00eenve\u021bi cum ar trebui s\u0103 r\u0103spunzi mesajelor \u0219i comentariilor mai pu\u021bin pl\u0103cute din Social Media. <\/div>

<\/div><\/div>[\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” top_padding=”40″ overlay_strength=”0.3″][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”500″][vc_column_text]\n
1. \u00cencearc\u0103 s\u0103 r\u0103spunzi \u00een cel mai scurt timp posibil<\/strong><\/h5>\n

 <\/p>\n

Fie c\u0103 vrei, fie c\u0103 nu, eticheta care-\u021bi m\u0103soar\u0103 timpul de r\u0103spuns este considerat\u0103 a fi chipul real al brandului t\u0103u \u00een Social Media.<\/p>\n

Un bun administrator nu va ignora niciodat\u0103 mesajele. De fapt, nu ar trebui s\u0103 \u00ee\u021bi ia mai mult de o or\u0103 pentru a le r\u0103spunde.<\/p>\n

\u00cen acest timp, trebuie s\u0103 \u00eei informezi c\u0103 ai primit mesajul lor \u0219i c\u0103 le vei oferi mai multe detalii imediat ce va fi posibil.<\/p>\n

Cei care se afl\u0103 \u00een spatele \u00eentreb\u0103rilor postate pe Social Media se vor sim\u021bi mult mai bine \u0219i mai aproape de brand atunci c\u00e2nd problemele lor sunt ascultate \u0219i rezolvate \u00eentr-un timp scurt.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”600″][vc_column_text]\n

2. Utilizatori neferici\u021bi? Nu-\u021bi sp\u0103la rufele murdare \u00een \u201donline-ul public\u201d<\/strong><\/h5>\n

 <\/p>\n

De cele mai multe ori, utilizatorii neferici\u021bi vor n\u0103v\u0103li pe wall-ul t\u0103u cu observa\u021bii negative. \u00cen asemenea cazuri, \u00ee\u021bi recomand\u0103m s\u0103-i abordezi \u00eentr-un chat box privat, acolo unde ei \u00ee\u021bi pot spune toate nemul\u021buirile lor referitoare la proudusul sau la serviciile oferite de brandul t\u0103u.<\/p>\n

\u00cen acest fel, nu doar c\u0103 vei avea un wall mult mai curat, dar \u0219i utilizatorii vor sim\u021bi o u\u0219urare \u0219tiind c\u0103 au f\u0103cut ceea ce au crezut c\u0103 trebuie s\u0103 fac\u0103.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”700″][vc_column_text]\n

3. R\u0103m\u00e2i calm <\/strong><\/h5>\n

 <\/p>\n

De cele mai multe ori, situa\u021bia de a r\u0103spunde mesajelor negative poate pune presiune pe imaginea ta pozitiv\u0103. Poate fi \u00een acela\u0219i timp obositor \u0219i frustrant. Dar ceea ce conteaz\u0103 mai mult este faptul c\u0103 nu ar trebui s\u0103 o iei personal. P\u00e2n\u0103 la urm\u0103, acest tip de mesaje nu \u00ee\u021bi sunt, de fapt, adresate \u021bie, ci brandului.<\/p>\n

\u021aine minte:<\/strong> e\u0219ti doar \u201dvocea\u201d din spatele ecranului.[\/vc_column_text][\/vc_column][vc_column enable_animation=”true” animation=”fade-in” column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” width=”1\/4″ tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” delay=”800″][vc_column_text]\n

4. Ofer\u0103 r\u0103spunsuri sub o form\u0103 uman\u0103<\/strong><\/h5>\n

 <\/p>\n

Nim\u0103nui nu-i place s\u0103 primeasc\u0103 r\u0103spunsuri pe un ton rece. Ca atare, ar trebui s\u0103 \u00ee\u021bi personalizezi r\u0103spunsurile.<\/p>\n

\u00cencearc\u0103 s\u0103 adaugi un strop de empatie \u0219i de preocupare real\u0103 fa\u021b\u0103 de lan\u021bul nesf\u00e2r\u0219it de probleme al utilizatorului.<\/p>\n

\"\"Super pont<\/strong>: nu te sfii s\u0103 te adresezi folosind numele utilizatorului cu care vorbe\u0219ti. \u00cen felul acesta vei face s\u0103 curg\u0103 conversa\u021bia \u0219i vei face posibil un ton al discu\u021biei mult mai prietenos.<\/p>\n

\u00a9Sursa media: http:\/\/superspicymedia.com<\/a>[\/vc_column_text][\/vc_column][\/vc_row][:]\n","protected":false},"excerpt":{"rendered":"

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