Online Reputation Management: 10 ways to deal with upset customers.

After i have read the article about the customer’s complains to Ryan Air Budget airline, I found that the reaction from Ryan air is too harsh and not appropriate at all.

To deal with upset customers, we shouldn't add fuel on fire.  What Ryan have to do "LAST"

L=Listen

Although we didn't have conversation face to face to the upset customers, we have to check all complaint comment on the website or the social media.

A=Apologize

Next we have to apology properly

S=Solution

Then suggest a good solution

T=Thanks

Thanks them to bring this to our attention

This is the thing that Ryan air has to react to the upset customer.

Well the situation online complaint and face to face complain is quite different because somehow we can't see the comment.  

10 point plan on what Ryan Air SHOULD have done

1.  Check the comment on the social media regularly and set google alert to get the feedback from customers.

2.  List all the complaint comment that we MUST answer to the upset customers.

Simple thinking, first complaint first serve!!

3.  Think carefully what we will answer them, answer case by case and think also about the solution.

4.  Answer them AS SOON AS POSSIBLE, and try not to let the others commenters make them more upset.

For example, imagine if we are upset and complaint something on the website if the company doesn’t react immediately.  There are the others comment who will tell their bad experiences also that will stimulate us to become more furious, am I right???

5.  Speak or Write politely as educated person!!

It’s very important to answer them politely.  We have to show EMPATHY because the customer will sense how much we care and considerate their problem.

For example, I understand how much you will be upset if I was you place I would feel the same way….

6.  Apologize properly

Show them that we are REALLY sorry not FAKE one.

Personally we have to apologize two time, at the beginning of the letter(or comment) and at the end.

For example

We are deeply sorry that you had the bad experience with our airline………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..

Again, we have to apologize that happened to you

MOMO

General Manager

7.  Offer the BEST solution

To keep the good relation to our customers, it’s very important to change a crisis to be an opportunity.  Offer them something that reasonable to make them at least happy from their bad experiences. 

8.  Do not try to FIGHT even if we are not wrong!!!!!

I would like to show one example that the customer complaint on my brother restaurant and I think this is a good respond because the owner answer and explain to make the customer become more clear.

 

9.  DO NOT HIDE what people complain about us
Make then discuss online freely, then they will know that we are considerate all the complaint and of course it can turn to be a good outcome.  Moreover, word mouth to mouth is very fast!!

10.  Encourage customer to give us their opinion

The word mouth to mouth is more powerful than what we say, so, invite them to talk about us especially the person who has influence to the others such as a blogger.

I hope that my 10 steps suggestion can be useful more or less

Sources

http://talkaboutsocialmedia.wordpress.com/2012/08/22/ryanair-fails-to-address-social-media-crisis/

http://www.socialmediaexaminer.com/10-ways-to-deal-with-upset-customers-using-social-media/