1. Your first priority is to quickly respond. The longer you leave a negative comment go unanswered, the more credibility it will gain with other viewers. If you respond immediately, it will show that you are listening and you care and are willing to do something about the problem.
2. Apologise. Even if it is to acknowledge the problem. Don't go into who is right and who is wrong as this will accomplish little. And most people will see petty complaints for what they are.
3. Move ongoing/difficult conversations offline. Provide an initial response in public and provide contact details for further follow-up. Move on-going discussions with difficult customers to private channels.
4. Thank the customer for their feedback. Treat any negative comments as though it were constructive criticism. Apologise to the customer for their unsatisfactory experience and let them know that their feedback is appreciated and that you will take their comments into consideration for further improvement. Make sure you follow up with your promise.
Your online presence is an ideal way to inform existing clients about all of your service offerings; they may not be aware of some of the services you offer. You can also solicit suggestions for new goods or services that your clients might like. That's why it's a must that you should manage your online presence such as dealing with negative feedbacks
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