No one is guaranteed safety while online. Both men and women have fallen victims of online attacks countless times including major companies. women on most cases have been vulnerable victims of online harassment.
SBM bank formerly Chase bank is one solid example among the companies that almost crippled because of social media.
Quartz Africa, in an article on what the collapse of a major bank says about the rise of Kenya’s powerful social media spaces reports on how the Chase Bank case started as a rumor on individual social media posts and then 48 hours later the bank was put under receivership by the central bank of Kenya.
The article also argues that, the bank’s accounts were not in good shape but the receivership would have prolonged if social media was not involved in the case.
The scenario, however bad it could have been, it was an alarm for companies to spend little more time to understand how the digital platforms interact with offline politics.
The drastically growing social media trends in Kenya are something everyone should watch. The smartphone penetration and growth of digital platforms have immensely shaped the trends of online communication, especially among the youth.
Previously, you would buy a wrong product from a company and they would go scot-free, no return policy and a customer would do nothing about it but now, they will take it to social media and the whole company can go down with just one disappointed customer.
Despite the case having a negative impact for a company, it is a win for a customer. In offline marketing, the client/customers is always right.
Harry Gordon Selfridge founded the phrase ‘Customer is always right but is it always the case?
Conferring on the Forbes piece on the phrase, it points out that, we live in a world where the customers is not always right but at times armed with social media and can use it as a weapon against a company or an individual.
Medium.com teaches us eight powerful tips to handle negative feedback for business as pointed out beneath:
- Be a good listener.
The best way to receive negative feedback is to listen and actually hear what’s being said.
There’s no question that not interrupting and listening carefully is the right thing to do when you’re getting negative feedback.
Distinguish the accuracy of the feedback from the quality of its presentation. Few people are skilled at presenting criticism in a way that makes the recipient feel comfortable accepting what’s being said as worthwhile information and learning from it.
- Distance the emotional self
Some comments may look personal but as a business don’t take negative feedback as personal or get defensive in the process.
It’s human nature to react when we get negative feedback. Take the remarks as positive as possible by accepting the feedback in the negative form.
- Don’t try to prove the customer is wrong
Proving a customer wrong makes you close-minded to the useful information that might have been presented poorly.
When your criticizer is factually wrong, the response “You’re wrong!” won’t be as helpful. The key is to listen to the other person without planning your reply. Simply nodding until the other person has completely finished will make sure that your counterpart has said everything intended.
- Ask questions
Question can help the other individual communicate clearly whatever his or her core message could be.
Asking questions as well eliminates the appearance of defensiveness and keeps us from immediately jumping in to justify our actions
- Put yourself in the shoes of a customer
You can’t always deliver solutions, but you can always deliver empathy.
By putting yourself in the shoes of a customer, you also get the context that helps you do your job. Try to understand what your customer is going through and the impact the problem is having on their day. Convey that you deeply understand how the customer feels and you would feel exactly the same.
- Ask for time
Take time to collect your thoughts. Think carefully about what you plan to say and what impact it will have.
While it is essential to respond quickly, it is equally important not to react defensively and to allow just a little time to respond appropriately. If you are answering negative feedback telephonically or via email, your comments will be relatively private. If you are responding via social media be aware that other people will see your comments and this may lead to further negative comment.
Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels.
- Resolve the issue quickly & fix the process
Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again.