We are now in the digital age, and the presence of your pharmacy on digital platforms and social media is important but just as digital presence benefits a large and new base of customers, it also provides the opportunity for more comments, some of which may be positive and useful for your pharmacy and others of comments may be negative. Then how do you deal with negative comments?

10 Tips for Dealing with Negative Comments on Digital Platforms

Never delete the comment:

When the admins of the pharmacy pages face a negative comment, the first option for some is deleting the negative comment but this may cause other bigger problems and completely stay away from deleting a negative comment.

Do not ignore the comment:

When a negative comment is written against them on social media pages some of admins ignore the comment, thinking that this is the best option, but a negative comment without a response on one of your digital platforms may make another customer when he sees the comment without a response to believe that this is true.

For example, if a customer says that the delivery service is bad and the order arrives late, and you ignore the comment and a new customer visits your page and does not find a convincing and logical response, he will become convinced that the pharmacy is indeed late in delivering orders.

Deal with the comment as soon as possible:

In continuation to the previous point in the event of a negative comment for a long time without a response from you, this provides the opportunity for the largest number of customers to view the problem and comment, which negatively affects the pharmacy brand.

Stay away from traditional responses:

Some admins of the pharmacy page when they face a problem or a negative comment, their response is traditional such as: “You are welcome. We will communicate and solve your problem as soon as possible.” This is a typical, traditional response without moving to search or solve the problem. The right way is to response to each problem and negative comments separately and do not use traditional responses.

Be positive and specific.

Do not be negative with the customer, do not be quick to defend your activity and your pharmacy against the customer, but in the beginning, you have to be positive in listening to the customer and his problem extensively and be specific. Also, do not ask him general questions but ask about the specific points of his problem,  then clarify It  based on your analysis of the problem.

Keep calm and be a good listener.

Some customers, especially with pharmacies, are more nervous because it is directly related to health, which is the most valuable thing we have. Therefore, you are required to be flexible and listen to the customer to absorb his anger and then explain the matter to him and deal with his problem.

Do not discuss the client in public.

Do not discuss with the angry customer in the general comments, because the customer is still feel angary and you do not guarantee his reaction, he may write a more negative comment that will make the matter worse.

Better and faster dial-up:

Text messages are less in communicating the reaction and take more time to explain the purpose, try to get the customer's phone number and call him, which will give a greater chance of understanding.

Be proactive

Be a good listener to your customers, and survey customers' opinions periodically, this will make you catch problems first and you will solve them before it become bigger.

Dedicate a phone number for complaints:

If you own a group of pharmacies, be good listener with your clients set up a complaints phone number, as this may contribute to make most of the complaints confidential and not publicly available to the other customers.

In the end

Dealing with the negative comment wisely and containing the situation and the customer may transform from an angry customer of your pharmacy and angry with the service to a permanent customer of your pharmacy because he found you bay attention to his issues and keen to solve it very fast.

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