Dealing with a Twitter Crisis
Twitter is quickly becoming a great channel for companies to communicate with their customers and let them know about their products. However, with a twitter message taking only a few seconds to write and send throughout the world, when a twitter storm erupts it can be difficult to know what to do.
Here we have put together our top 5 tips for dealing with a twitter crisis and ensuring that the focus of your channel is on your brand and your success.
Take a step back - assess how serious it is and set different levels of response
When a few negative messages start coming in it can be easy to panic. Take a step back and try to establish exactly what the issue is. Remember, you will have a lot more followers than the number of people complaining so it's about dealing with the issue in the right way and putting the focus on being positive.
Acknowledge the issue - don't ignore and be decisive
Social Media is fast and customers expect fast responses. There's nothing worse than having a problem and feeling like no-one listens or cares. Acknowledge that there has been a problem and communicate with the customer. Ask them to send you additional information or tell the customer what is going on and how you are going to deal with it.
Be honest - it's okay to be human
If you have a problem you want to talk to a real person about it, not a computer and social media is just the same. Be human in your communications and honest about what's happening. The customer may not be happy about what's happened but they'll appreciate the time you take to sort it for them.
Communicate the solution - ensure everyone knows the solution
Let everyone know the solution has been reached - not only does this help the customer who was dissatisfied, it shows the rest of the world that you care about your customers and take the time to solve their problems.
Learn from your mistakes
Every company makes mistakes, so don't be afraid to admit that you got it wrong. If you have the right solution your customers will understand. Be upfront and honest about the situation and ensure that it is clear that your customers are your priority.