As much as your company might focus on customer service, there are always going to be people that have a problem with your product or service. Your customer service team has to be ready to effectively respond to negative comments in the most productive way possible.
However, not all negative comments and feedback are worth a response. Unfortunately, there will be people that will post negative comments to just to post a negative comment. You have to figure out which comments are worth a response and which comments are better left unanswered.
There is a positive side of responding to negative comments. For one, you’ll be able to learn something from your customers that will help your company improve your product or service. Secondly, you’re given the opportunity to solve a customer’s problem. And lastly, you can use negative feedback as a chance to show the values of your company and how well you handle negativity.