Anyone on social media knows that receiving negative comments is inevitable. While they’re not avoidable, there are many ways to effectively and efficiently handle negative comments that can turn criticism into trust and loyalty. 

• Stay Calm and Assess the Comment: A thoughtful response starts with a calm mind. After you’ve fully reacted to the message, look into the person who created the comment and see if they’re a customer, follower, etc. You can then analyze what they’re referring to with their comment. After that, you should decide whether you want to reply to their comment on the post or address it in private.
• Understand the Different Types of Negative Comments: Not all negative comments will be the same. The main categories negative comments will fall into are genuine complaints, constructive criticism, and trolling/abuse. Genuine comments are real issues regarding the product or service. Constructive criticism are suggestions for improvement and trolling/abuse are insults or spam designed to bait you.
• Respond Professionally: There’s a simple 4 step process to responding professionally to negative comments. Acknowledge and empathize, own or clarify the issue, offer a next step or solution, and move to a productive channel if needed.