Listen to the problem and identify the intention

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“Haters gonna hate, hate, hate, hate hate” — Taylor Swift

The phrase, which translated would be something like "haters gonna hate, hate, hate, hate," shows an undeniable truth: if the user's goal is just to speak ill of others and cause a ruckus, there's no point in spending a lot of time and energy formulating a response.

So-called Internet trolls thrive on attention. The best way to get them to leave your company alone is to ignore them or even remove their comments.

Therefore, the first thing you should do is listen carefully to the usa phone data problem pointed out and identify the intention.

As long as it's not a hater, but someone who is outraged with some reason (albeit minimal), move on to the next step.

Try to solve the problem, and not delegate the blame
Instead of shifting blame to the customer or another sector, focus on solving the problem. The person is already frustrated, doesn't want to know who is to blame, just wants everything to be resolved.

If necessary, speak to professionals from other sectors and do your best to 1) resolve the problem once and for all and 2) not direct the person to another department, but rather try to keep their case under your care.

If you can't provide the solution the person is expecting, don't leave them empty-handed. Explain your reasons clearly, offer a second-best option, and reinforce this with a sincere apology.

If this happens, consider giving some form of compensation, such as a partial or full refund of what you paid.

Think carefully about the response and approach
It is not difficult to turn around a dissatisfied customer case just with the willingness, agility and friendly approach of the person who serves him.

So don't just focus on delivering the right answers to the person, but also carefully consider how you do it.

Tact and empathy go a long way in helping the client understand your position and even recognize your limitations in dealing with the situation.

If you don't think carefully about how you speak, you run the risk of doing everything you've been asked to do, and still receive negative evaluations, both from the client who asked for help, and from the people who followed the case in real time.

Be honest, not political
This point is essential for those who want to do well in difficult situations on social networks.

Just as a shark can smell blood in the water, users can sense indifference or politics from miles away.

Can't solve the problem? Don't lie or offer a solution that's only good for your company.

For example, by offering discount coupons, you can convey the following message: "We made a mistake and we will not go to solve your problem. But, please buy from us again, that may compensate a little for your prejudice."

The best way is always to be honest, polite and offer an alternative that is really good for your client.

Learning to deal with different users goes beyond figuring out which social media personalities are there. You'll need empathy, patience, and relevant content to gain your audience's trust. Finally, create a plan to deal with crises and turn haters into fans.

Dealing with different users on social media is essential, but it is not all you need to be successful in your strategy. It is also important to create a good customer experience in the direction of your own success. Learn how to do it in our article on Customer Success .