Digital Marketing Dive · 2025-06-30 · 25 min
1. Don’t Take It Personally (Even If It Feels Personal) Stay calm and resist the urge to get defensive. Take a moment to assess the situation before responding. 2. Respond Promptly - but Not Hastily Acknowledge the complaint publicly within 24 hours if possible. This shows others that you’re attentive and professional. Example response: "Hi [Name], we're sorry to hear this. We'd love to make it right - please message us directly so we can help resolve the issue." 3. Take It Offline When You Can Invite the person to discuss the issue in private (DM, email, phone). This avoids a public back-and-forth and gives you more control. 4. Apologize if Appropriate - But Stay Professional Even if the customer is being unreasonable, show empathy. Acknowledge their frustration without admitting fault if the complaint isn’t valid. "We understand how frustrating that must have felt. Let’s look into this and see how we can help." 5. Know When to Walk Away If someone is trolling or repeatedly acting in bad faith, it’s okay to disengage after making a good-faith effort to help. Other customers can often tell who’s being unreasonable. 6.
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