When it comes to dealing with an online reputation management crisis, Reputation Maxx reveals that there are several cardinal rules to deal with this type of situation.
Never lose your cool with the customer.
No matter what a client or customer says, it is of the UPMOST importance to never, under any circumstance, lose your cool. Verbally attacking a customer who is complaining about your products and services online is an almost certain death wish. Reputation Maxx reminds all companies and individuals that what you say on the Internet never goes away - even if it is deleted. It can be buried, but it will still be there if people dig deep enough. Therefore, it is imperative to always think about what you say before you say it. If after several attempts to alleviate the situation the customer is still irate, it is better to walk away and ignore them. Sometimes, no matter what you do, nothing is good enough. It is also important to remember to not take every complaint to heart - the customer is not angry with you personally, they are angry with a service, product, etc.
Have measures set up in case of a crisis.
The best offense, is a good defense (even the Superbowl this year proved this old adage to be true). To the effect, it is advisable to have an online crisis management team formed and trained in order to deal with the situation so that it does not get blown out of proportion. Time and time again, the reputation management experts and Reputation Maxx see stories on the news about companies that neglect to deal with customer service issues. Always keep in mind that when people are angry enough, they will go to drastic measures to make sure that someone pays for their grief. For this reason, never delay in dealing with a crisis situation.
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