{"id":5420,"date":"2016-07-12T10:00:12","date_gmt":"2016-07-12T10:00:12","guid":{"rendered":"http:\/\/blog.360.agency\/?p=3785"},"modified":"2017-07-12T20:28:54","modified_gmt":"2017-07-12T20:28:54","slug":"3-conseils-pour-reagir-au-commentaires-negatifs-sur-les-reseaux-sociaux","status":"publish","type":"post","link":"https:\/\/360.agency\/fr\/blog\/3-conseils-pour-reagir-au-commentaires-negatifs-sur-les-reseaux-sociaux\/","title":{"rendered":"3 conseils pour r\u00e9agir au commentaires n\u00e9gatifs sur les r\u00e9seaux sociaux"},"content":{"rendered":"<p><!--more--><span style=\"font-family: Roboto; font-size: 10pt; color: #808080;\">Les r\u00e9seaux sociaux, qui servaient au d\u00e9part \u00e0 l\u2019affichage de photos, la mise \u00e0 jour d\u2019un statut et au partage de vid\u00e9os, ont \u00e9volu\u00e9 et sont maintenant devenus un forums sur lequel les clients peuvent rechercher et\/ou partager leurs commentaires et opinions. M\u00eame si ces commentaires peuvent \u00eatre positifs et servir \u00e0 construire l\u2019image d\u2019une marque particuli\u00e8re, il y a\u00a0souvent des situations qui poussent les gens \u00e0 afficher des commentaires n\u00e9gatifs sur Facebook, Google reviews ou toute autre plate-forme utilis\u00e9e par votre concessionnaire. Mais comment \u00e9viter un d\u00e9rapage?<\/span><\/p>\n<h2><span style=\"color: #a10000; font-family: Roboto;\">Voici trois conseils pour mieux faire face aux commentaires n\u00e9gatifs sur les r\u00e9seaux sociaux:<\/span><\/h2>\n<h3><span style=\"color: #a11818; font-family: Roboto;\"> 1. Affrontrez-les de plein fouet<\/span><\/h3>\n<p><span style=\"color: #737373; font-family: Roboto;\"><span style=\"color: #000000;\">Quand un commentaire d\u00e9sobligeant est d\u00e9pos\u00e9 sur votre page, votre premier r\u00e9flexe sera probablement de le faire dispara\u00eetre, car vous voulez que personne ne le voie. Vrai?<\/span> <span style=\"color: #a10000;\">Faux!<\/span> <span style=\"color: #000000;\">Il est totalement normal d\u2019avoir un certains nombres de commentaires n\u00e9gatifs sur nos r\u00e9seaux sociaux d\u00fb, entre autres, au fait que les clients sont libres d\u2019exprimer leurs opinions et de partager leurs exp\u00e9riences. Une page o\u00f9 les commentaires ne sont que positifs semblera louche. Personne n\u2019est parfait! Un client qui visite votre page et cherche \u00e0 recevoir une opinion ou \u00e0 faire un achat, risque de faire davantage confiance \u00e0 un concessionnaire qui a re\u00e7u des plaintes (\u00e0 condition bien s\u00fbr que ces plaintes ont \u00e9t\u00e9 entendues et r\u00e9gl\u00e9es) qu\u2019\u00e0 celui dont la page semble trop parfaite pour \u00eatre vraie. Les clients veulent \u00eatre assur\u00e9s que si une situation survient, votre concessionnaire prendra les mesures appropri\u00e9es pour la r\u00e9gler.<\/span><\/span><\/p>\n<h3><span style=\"color: #a11818; font-family: Roboto;\">2. R\u00e9pondez en temps opportun<\/span><\/h3>\n<p><span style=\"color: #000000; font-family: Roboto;\">Vous savez maintenant qu\u2019il faut r\u00e9pondre aux plaintes des clients. Toutefois, \u00e0 quel moment faut-il le faire? Quand un client vous laisse une r\u00e9troaction n\u00e9gative, que ce soit au sujet du service \u00e0 la client\u00e8le de votre concessionnaire ou de la qualit\u00e9 d\u2019un produit, il s\u2019attend \u00e0 se que vous lui r\u00e9pondiez rapidement. C\u2019est la nature m\u00eame des r\u00e9seaux sociaux! Il faut \u00e9viter de laisser une plainte sans r\u00e9ponse pour plus de 12 heures et lorsque possible, la plainte devrait \u00eatre trait\u00e9e \u00e0 l\u2019int\u00e9rieur d\u2019une p\u00e9riode de quelques heures. Il est primordial d\u2019\u00eatre \u00e0 l\u2019aff\u00fbt de ce qui se passe sur nos r\u00e9seaux sociaux pour s\u2019assurer de voir les commentaires n\u00e9gatifs aussit\u00f4t que possible et ainsi, de les traiter en temps opportun. Ceci \u00e9vitera de donner une raison de plus au client d\u2019\u00eatre frustr\u00e9. En agissant rapidement, on r\u00e9duit grandement le risque d\u2019un effet \u201cboule de neige\u201d et la situation est plus facile \u00e0 r\u00e9gler.<\/span><\/p>\n<h3><span style=\"color: #a11818; font-family: Roboto;\">3. Tenez compte des \u00e9motions des clients<\/span><\/h3>\n<p><span style=\"color: #000000; font-family: Roboto;\">Soyez empathique! Eh oui! Un commentaire n\u00e9gatif est souvent li\u00e9 \u00e0 des \u00e9motions n\u00e9gatives. Que ce soit de la rage, de la frustration ou de la d\u00e9ception, votre r\u00e9ponse doit en tenir compte et votre client doit le sentir. Il est important de rappeler qu\u2019un message \u00e9crit peut \u00eatre mal interpr\u00e9t\u00e9 et de fait, l\u2019utilisation d\u2019emojis ou de points d\u2019exclamation est fortement d\u00e9conseill\u00e9e.<\/span><\/p>\n<p>&nbsp;<\/p>\n<blockquote>\n<h2 style=\"text-align: center;\"><span style=\"font-family: Roboto;\">\u00abQuand la vie vous donne des citrons, faites-en de la limonade!\u00bb<\/span><\/h2>\n<p style=\"text-align: center;\">\n<\/blockquote>\n<p style=\"text-align: left;\"><span style=\"color: #a10000; font-size: 12pt;\"><strong><span style=\"font-family: Roboto;\">Rappelez-vous qu\u2019il s\u2019agit de la r\u00e9putation de votre concessionnaire qui est en jeu et que lorsque vous apercevez une plainte, la seule fa\u00e7on de la prot\u00e9ger, est de traiter cette plainte de fa\u00e7on positive. Cela fera en sorte que vos clients actuels et futurs sauront que le service \u00e0 la client\u00e8le est votre priorit\u00e9.<\/span><\/strong><\/span><\/p>\n<p style=\"text-align: left;\">\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":26,"featured_media":5580,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[2],"tags":[],"class_list":["post-5420","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>360.Agency &#8226; 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