Dealing with problematic users in social networks
As Community Managers , one of our tasks-not the only thing to remember, is moderate comments that may arise in social networks. Within these comments, and especially if we manage accounts mass brands, we will meet with users who are not happy with our service, or simply are behaving in a way that does not go in line with the rules of the community . How can we deal with them?
The first thing to note is that these are not trolls. Although they may have a similar behavior, the purposes they serve are different. In networks such as Facebook, have to put your name and leave a fingerprint, so users usually have other forms of trollear. However, the fundamental difference is that our problem users are dissatisfied with any aspect of our service. This is where our talents come into play.
Here we present a guide with tips on how to deal with problem users in social networks.
Not solve anything blocking. To block a user from our community we must ensure that the rules violated repeatedly, and it never hurts to give a warning that further clarify behaving well, we’ll have to proceed with the latter alternative. But it is not profitable or block user or for us, because we would be losing a member of the community, and we have to take care of everyone.
Here an important fact to consider: the problematic users complain repeatedly that social networks have a real problem and are looking to fix it. It is therefore essential that our answers solve some of their main demands:
- Speed: users are used to getting immediate answers to their queries. Therefore, it is essential to respond almost immediately, even though we have the answer at that time. The saying that we can reassure seeking help and that we are dealing with.
- Solutions: What we can not say is “I understand, but I can not do anything.” When we talk about solutions, can be both favorable to users and brands. But the important thing is that they have an answer. All queries must be answered in any way.
- Understanding: often problematic users are wrong but are frustrated because they had a “traumatic” in other service channels of the brand. Therefore, we must listen to what they tell us, even though we know that the answer is not going to put too pleased. The key is to listen-or rather, read.
If treated properly, users tend to calm down and give us the information we need. Therefore, it is essential that we consider his complaints and we have at hand to people who need to resolve. If they come from abuse in other channels, we can not return to repeat that abuse, mainly because it is not our job. It is understanding your needs.
Looks like a pretty strong title, but it’s true. Perhaps to be a little more diplomatic might say that the customer is not always right. In order to get assistance, or whatever, users are able to lie to get what they want. As Community Managers are here to help but not to be his servants, for example, if we ask to review something that we will solve the problem, but they say it does not work, they may be lying.
We have to have a nose for trouble knowing when a user is making a fuss just because you can. Although we have to listen and understand, the user on the other side of the screen has to know that there is a strong personality on the other side can not be trampled. It is a misconception to think that the CM are slaves simply answer queries in social networks. It is a much more complex.
We pay for this. The user, and especially problematic, always have to read a reply, but not satisfactory. This also creates a level of peace, because there is someone on the other side reading queries and problems. It can be a double-edged sword, because users can use to, for example, assume that the wall or the Timeline is a chat where you can leave messages endless. What we have to do here is try to cut the conversation, always politely, indicating that later-answer or other response chord equal.
- Remain calm: the problem users can be exasperating, especially when they are wrong and refuse to accept it.
- Find a solution: we can be in the middle of a fight between a user who wants something and a brand that refuses to give it. Therefore, we must learn to deal with the two extremes.
- Learn about what is ours: we have to know what we’re dealing, services, products, anything that offers our brand-and we have a quick response to users who are complaining.
- Customer Intimacy: Probably in this case is that, when we have a complaint, we have to climb to the person responsible. Therefore it is necessary to have multiple communication channels to get a quick answer.