E-Commerce Service Recovery: Winning Back Customer Trust

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md:justify-end"> <div class="h-fit md:pt-6"> <div class="article-segment-content-container md:box-content md:max-w-[392px] md:pr-1 lg:pr-4 xl:pr-8"> <div class="hidden md:block">  <div class="x-article-last-update-time text-sm leading-[24px] text-color-text-secondary"> Last updated on Oct 18, 2024 </div> <section class="mb-2"> <ol itemscope itemtype="http://schema.org/BreadcrumbList" class="breadcrumbs "> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text-low-emphasis" href="https://www.linkedin.com/pulse/topics/home/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-normal" itemprop="name">All</span> </a> <meta itemprop="position" content="1"> </li> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text-low-emphasis" href="https://www.linkedin.com/pulse/topics/business-administration-s50111/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-normal" itemprop="name">Business Administration</span> </a> <meta itemprop="position" content="2"> </li> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a aria-current="page" itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text" href="https://www.linkedin.com/pulse/topics/business-administration-s50111/business-operations-s4640/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-semibold" itemprop="name">Business Operations</span> </a> <meta itemprop="position" content="3"> </li> </ol> </section> <h1 class="q-a-article-title text-display-md text-color-text font-bold w-11/12 text-[36px] " data-test-q-and-a-article-title> You're facing criticism on social media about your e-commerce customer service. How can you turn it around? </h1> <div class="qa-redesign-article-content py-2 md:py-6" id="desktop-content-urn_li_articleSegment__urn_li_linkedInArticle_7253104641498824704_7253104643533156352_"> <div class="article-main__content" data-test-id="publishing-text-block">  </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Social media criticism can sting, but it's also a chance for e-commerce improvement. To flip the script:</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Respond promptly and empathetically to show you value customer feedback.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Analyze complaints to identify patterns and areas for service enhancement.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Implement changes and communicate them clearly to demonstrate commitment to excellence.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>How have you used feedback to improve your business?</span> </p> </div> </div> <div class="qa-redesign-article-content__components"> <div class="md:pb-2 pb-1 md:block hidden" data-test-qa-redesign-publisher-author-card> <div class="base-card relative w-full hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link publisher-author-card mb-4"> <a class="base-card__full-link absolute top-0 right-0 bottom-0 left-0 p-0 z-[2]" href="https://www.linkedin.com/showcase/skills-business-operations/" data-tracking-control-name="article-ssr-frontend-x-article_publisher-author-card" data-tracking-will-navigate> <span class="sr-only"> Business Operations </span> </a> <img class="inline-block relative w-6 h-6 " data-delayed-url="https://media.licdn.com/dms/image/v2/C4E0BAQF8dxNtexIB5g/company-logo_100_100/company-logo_100_100/0/1674598980016?e=2147483647&v=beta&t=eWic-XLZ5J0TiutC6ua47iXgjAeAQnVM-3HQ8fNQXRI" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/cs8pjfgyw96g44ln9r7tct85f" alt="Business Operations"> <div class="base-main-card__info self-center ml-1 flex-1 relative break-words papabear:min-w-0 mamabear:min-w-0 babybear:w-full ">  <h3 class="base-main-card__title font-sans text-[18px] font-bold text-color-text overflow-hidden "> Business Operations </h3>   <div class="body-text text-color-text-low-emphasis base-main-card__metadata">  </div>  </div> <div class="base-main-card__ctas z-[3] self-center ml-3 babybear:ml-1 babybear:self-start"> <a class="base-main-card__cta btn-sm btn-secondary" href="https://www.linkedin.com/signup/cold-join?session_redirect=%2Fadvice%2F1%2Fyoure-facing-criticism-social-media-your-e-commerce-mtrce&trk=article-ssr-frontend-x-article_publisher-author-card" data-tracking-control-name="article-ssr-frontend-x-article_publisher-author-card" data-tracking-will-navigate> + Follow </a> </div> </div> </div> </div> </div> </div> </div> </div> <div class="column-article-segment-contributions md:column md:pl-1 lg:pl-4 xl:pl-8 md:pb-[200px] md:flex md:w-3/5 md:justify-start"> <div class="md:box-content md:max-w-[576px]"> <div class="block md:hidden">  <div class="x-article-last-update-time text-sm leading-[24px] text-color-text-secondary"> Last updated on Oct 18, 2024 </div> <section class="mb-2"> <ol itemscope itemtype="http://schema.org/BreadcrumbList" class="breadcrumbs "> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text-low-emphasis" href="https://www.linkedin.com/pulse/topics/home/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-normal" itemprop="name">All</span> </a> <meta itemprop="position" content="1"> </li> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text-low-emphasis" href="https://www.linkedin.com/pulse/topics/business-administration-s50111/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-normal" itemprop="name">Business Administration</span> </a> <meta itemprop="position" content="2"> </li> <li itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" class="breadcrumb inline-block mr-0.5 font-sans text-sm babybear:text-xs text-color-text after:content-['/'] after:text-color-text-low-emphasis after:ml-0.5 after:no-underline last:mr-0 last:after:hidden"> <a aria-current="page" itemprop="item" class="breadcrumb__link inline-block link-no-visited-state !text-color-text" href="https://www.linkedin.com/pulse/topics/business-administration-s50111/business-operations-s4640/" data-tracking-control-name="breadcrumb" data-tracking-will-navigate> <span class="font-semibold" itemprop="name">Business Operations</span> </a> <meta itemprop="position" content="3"> </li> </ol> </section> <h1 class="q-a-article-title text-display-md text-color-text font-bold w-11/12 text-[32px] md:text-[40px] " data-test-q-and-a-article-title> You're facing criticism on social media about your e-commerce customer service. How can you turn it around? </h1> </div> <div class="qa-redesign-article-content py-2 block md:hidden" id="mobile-content-urn_li_articleSegment__urn_li_linkedInArticle_7253104641498824704_7253104643533156352_"> <div class="article-main__content" data-test-id="publishing-text-block">  </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Social media criticism can sting, but it's also a chance for e-commerce improvement. To flip the script:</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Respond promptly and empathetically to show you value customer feedback.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Analyze complaints to identify patterns and areas for service enhancement.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>- Implement changes and communicate them clearly to demonstrate commitment to excellence.</span> </p> </div> <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>How have you used feedback to improve your business?</span> </p> </div> </div> <div data-test-qa-redesign-add-perspective class="article-segment-contributions-header-container sticky-on-scroll bg-color-canvas-tint md:ml-[-12px] md:pt-6 lg:ml-0 mt-1">  <div class="add-your-perspective-section relative flex 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data-thread-urn="urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352)"> <span class="total-count__count">9</span> answers </div> <code id="contributionSingular" style="display: none"></code> <code id="contributionPlural" style="display: none"></code> <ul class="contribution-list pt-3" data-test-qa-redesign-contribution-list> <li class="contribution" data-contribution-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265891369926176768)" data-contributor-urn="urn:li:member:896685794" data-is-logged-in="false"> <div class="flex items-center justify-between"> <a href="https://my.linkedin.com/in/diviyarama?trk=article-ssr-frontend-x-article" target="_blank" data-tracking-control-name="comment_actor" data-tracking-will-navigate class="contribution__lockup relative flex items-center overflow-hidden pr-1 font-sans hover:no-underline focus:no-underline xs:left-[-56px]"> <figure class="top-[4px] 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</figure> <div class="min-w-0 ml-2"> <div class="flex items-center"> <span class="mr-0.5 truncate text-sm font-bold text-color-text lg:text-md"> Diviya Ramasamy </span>  </div> <p class="m-0 truncate text-sm text-color-text-low-emphasis md:text-md" data-test-id="contribution-lock-up-headline"> Changemaker l Process Optimization & Framework Enthusiast l Lean Engineer l Visionary Leader l Analogy Expert l Follow for more insights on Mindset, Personal Growth, and Transformation </p> </div> </a> <div class="flex items-center">  <div class="ellipsis-menu absolute right-0 top-0 contribution-control-menu relative" data-feed-action="show-comment-dropdown" data-id="comment__ellipsis-menu" data-feed-control="control_menu" data-tracking-control-name="comment_control_menu" data-feed-action-type="expandControl" data-feed-action-category="expand"> <div class="collapsible-dropdown flex items-center relative hyphens-auto"> <button class="ellipsis-menu__trigger collapsible-dropdown__button btn-md 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data-semaphore-tracking-prefix="comment-semaphore" data-is-logged-in="false" data-modal="semaphore__toggle" class="semaphore__toggle visited:text-color-text-secondary mx-0.25 flex items-center w-full py-1 px-2 cursor-pointer font-sans text-sm font-bold link-styled focus:link-styled link:no-underline active:bg-color-background-container-tint hover:bg-color-background-container-tint " role="menuitem">  <icon data-svg-class-name=" ellipsis-menu__item-icon text-color-icon h-[20px] w-[auto] mr-1 flex " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/eo60762wicg7snl6mo020acft"></icon> <span class=" ellipsis-menu__item-text inline-block text-color-text font-semibold ">Report contribution</span> </a>  <template id="comment-reported-card-template"> <p class="comment-reported-card bg-color-background-container p-2 text-sm font-medium text-color-text-secondary"> Thanks for letting us know! You'll no longer see this contribution</p> </template> </li>  </ul>  </div> </div> <code id="contributionCopyLink" style="display: none"></code> <code id="contributionCopyFail" style="display: none"></code> <code id="contributionCopyUnsupported" style="display: none"></code> </div> </div> <div class="contribution__container left__border -mb-2 -mt-1 animate-show ml-0 pl-0 md:ml-[-41px] md:pl-[32px] pr-0 lg:ml-[-33px] lg:pl-[40px] lg:pr-1 pt-2 pb-4"> <div class="flex flex-col justify-between lg:flex-col"> <div class="flex items-center justify-between gap-1"> </div> </div> <div class="contribution__text-wrapper relative"> <p class="contribution__text mb-1 whitespace-pre-wrap pt-1 text-md leading-open text-color-text md:mb-0 md:pt-0 line-clamp-5 lg:text-lg" data-tracking-control-name="comment_text">Turning criticism into opportunity starts with prompt, empathetic responses that acknowledge concerns without being defensive. Using the LEAN Customer Feedback Loop, I analyze recurring issues to improve service quality. In a project for customer retention, I implemented changes based on feedback, such as enhancing FAQ resources and streamlining response times. Highlighting these improvements publicly fosters transparency and rebuilds trust. "Hug Your Haters" by Jay Baer is an excellent guide for mastering online customer service. Criticism is like a rainstorm; handle it right, and it nourishes growth. ☔🌱 Do follow for more insights like this! ♻️</p> <button class="contribution__see-more-button absolute bottom-0 right-0 hidden cursor-pointer border-0 bg-color-surface p-0 text-md leading-open text-color-text-secondary hover:text-color-action hover:underline lg:text-lg" data-tracking-control-name="comment_expand" data-feed-control="comment_expand" data-feed-action-type="expandContributionText" data-feed-action-category="EXPAND" role="button" type="button">…see more</button> </div>  <div class="contribution__social-action-bar relative right-1 flex flex-row items-center justify-start gap-1"> <div class="contribution-social-activity inline-flex items-center justify-start"> <code id="i18n_reaction_selection_state" style="display: none"></code> <div class="reactions-menu flex flex-row relative items-center justify-center select-none [-webkit-user-select:none] pointer-events-auto 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tabindex="0"> <img alt data-reaction-type="LIKE" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/9sun4diznbhgyelaeryxy75ur" height="16px" width="16px"> <img alt data-reaction-type="INTEREST" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4v7dh2d6cuqm24mzps1pqzeqt" height="16px" width="16px"> <span aria-hidden="true" class="font-normal ml-0.5" data-test-id="social-actions__reaction-count"> 7 </span> </div> <code id="social-actions__reaction-image-APPRECIATION" style="display: none"></code>  <code id="social-actions__reaction-image-EMPATHY" style="display: none"></code> <code id="social-actions__reaction-image-ENTERTAINMENT" style="display: none"></code>  <code id="social-actions__reaction-image-INTEREST" style="display: none"></code> <code id="social-actions__reaction-image-LIKE" style="display: none"></code> <code id="social-actions__reaction-image-MAYBE" style="display: none"></code> <code id="social-actions__reaction-image-PRAISE" style="display: none"></code>  </div> </div>  </div>  </div>  </li> <li class="contribution" data-contribution-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265897614821203968)" data-contributor-urn="urn:li:member:843263096" data-is-logged-in="false"> <div class="flex items-center justify-between"> <a href="https://id.linkedin.com/in/ivanprimusofficial?trk=article-ssr-frontend-x-article" target="_blank" data-tracking-control-name="comment_actor" data-tracking-will-navigate class="contribution__lockup relative flex items-center overflow-hidden pr-1 font-sans hover:no-underline focus:no-underline xs:left-[-56px]"> <figure class="top-[4px] inline-flex lg:hidden"> <img class="inline-block relative rounded-[50%] w-4 h-4 " data-delayed-url="https://media.licdn.com/dms/image/v2/D5603AQHm_fv19owcKA/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1727969229322?e=2147483647&v=beta&t=qVqx6UXioAOG2FULXIHgJzc08inBoX1oeMN6SMMvGPI" 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color-inherit font-normal text-decoration-none border-none padding-0 margin-0 contribution__preview-cta mb-2"> <div class="relative flex"> <figure class="hidden lg:block"> <div class="face-pile flex !no-underline contribution-reply-preview__lockup mr-1 md:absolute md:mr-0 md:left-[-53px] lg:left-[-48px]"> <div class="face-pile__images-container self-start flex-shrink-0 mr-1 leading-[1]"> <img class="inline-block relative rounded-[50%] w-4 h-4 face-pile__image border-1 border-solid border-color-transparent -ml-2 first:ml-0" data-delayed-url="https://media.licdn.com/dms/image/v2/D5603AQHm_fv19owcKA/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1727969229322?e=2147483647&v=beta&t=qVqx6UXioAOG2FULXIHgJzc08inBoX1oeMN6SMMvGPI" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/9c8pery4andzj6ohjkjp54ma2" alt> </div>  </div> </figure> <figure class="lg:hidden"> <div class="face-pile flex !no-underline contribution-reply-preview__lockup mr-1 md:absolute md:mr-0 md:left-[-53px] lg:left-[-48px]"> <div class="face-pile__images-container self-start flex-shrink-0 mr-1 leading-[1]"> <img class="inline-block relative rounded-[50%] w-3 h-3 face-pile__image border-1 border-solid border-color-transparent -ml-1.5 first:ml-0" data-delayed-url="https://media.licdn.com/dms/image/v2/D5603AQHm_fv19owcKA/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1727969229322?e=2147483647&v=beta&t=qVqx6UXioAOG2FULXIHgJzc08inBoX1oeMN6SMMvGPI" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/9c8pery4andzj6ohjkjp54ma2" alt> </div>  </div> </figure> <div class="text-left text-sm leading-open text-color-text line-clamp-2 md:-ml-1 lg:ml-1 lg:text-md"> <span class="font-bold"> Ivan Primus replied: </span> Showcase Resolution: Once resolved, politely follow up publicly to demonstrate your commitment to excellent service. Train Your Team: Strengthen your customer service team with better tools and training to handle challenges effectively. Engage Positively: Share success stories, customer testimonials, and proactive updates to rebuild your brand image. This approach transforms criticism into an opportunity to demonstrate accountability and improve customer trust. </div> </div> </button>  </li> <li class="contribution" data-contribution-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265800510396321793)" data-contributor-urn="urn:li:member:160165762" data-is-logged-in="false"> <div class="flex items-center justify-between"> <a href="https://sa.linkedin.com/in/adnan-jan-62a78045?trk=article-ssr-frontend-x-article" target="_blank" data-tracking-control-name="comment_actor" data-tracking-will-navigate class="contribution__lockup relative flex items-center overflow-hidden pr-1 font-sans hover:no-underline focus:no-underline xs:left-[-56px]"> <figure class="top-[4px] inline-flex lg:hidden"> <img class="inline-block relative rounded-[50%] w-4 h-4 " 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class="mr-0.5 truncate text-sm font-bold text-color-text lg:text-md"> Adnan Jan </span>  </div> <p class="m-0 truncate text-sm text-color-text-low-emphasis md:text-md" data-test-id="contribution-lock-up-headline"> Business Leader | Expertise in Electromechanical Contracting & Real Estate | MSc IBM | Specialised in Operational Excellence & Project Execution </p> </div> </a> <div class="flex items-center">  <div class="ellipsis-menu absolute right-0 top-0 contribution-control-menu relative" data-feed-action="show-comment-dropdown" data-id="comment__ellipsis-menu" data-feed-control="control_menu" data-tracking-control-name="comment_control_menu" data-feed-action-type="expandControl" data-feed-action-category="expand"> <div class="collapsible-dropdown flex items-center relative hyphens-auto"> <button class="ellipsis-menu__trigger collapsible-dropdown__button btn-md btn-tertiary cursor-pointer !py-[6px] !px-1 flex items-center rounded-[50%] ellipsis-menu__trigger--small w-[32px] h-[32px] 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sm:pl-0.5 text-md font-bold hidden md:block">Like</span> </div> <div class="selected-reaction--PRAISE flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Celebrate" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/czva5w81r4b0pjr7sh5r4nbw9"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Celebrate</span> </div> <div class="selected-reaction--APPRECIATION flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Support" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/8kvqqk9m1eu5ffqkdlum1ka1m"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Support</span> </div> <div class="selected-reaction--EMPATHY flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" 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data-contribution-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265883150101217280)" data-contributor-urn="urn:li:member:175056418" data-contribution-tracking-id="A4SkymSK94H4warh0G/VzQ==" data-is-logged-in="false"> <div class="flex items-center justify-between"> <a href="https://ar.linkedin.com/in/eduardo-mu%C3%B1oz-criminologo/en?trk=article-ssr-frontend-x-article" target="_blank" data-tracking-control-name="comment_actor" data-tracking-will-navigate class="contribution__lockup relative flex items-center overflow-hidden pr-1 font-sans hover:no-underline focus:no-underline xs:left-[-56px]"> <figure class="top-[4px] inline-flex lg:hidden"> <img class="inline-block relative rounded-[50%] w-4 h-4 " data-delayed-url="https://media.licdn.com/dms/image/v2/D4D03AQHXDmJts2stNA/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1668470333168?e=2147483647&v=beta&t=ZwSAzBh7F4DxZkv9TAG-RZUHBlKGgy4jd6PfP7QGxDM" 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data-accessory-entity-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265883150101217280)" data-reactions-count="3"> <a class="reactions-menu__link text-color-text contribution-social-activity__button flex items-center btn-sm btn-tertiary justify-center sm:flex-row sm:text-sm rounded-sm px-0.5 relative h-6 cursor-pointer w-full contribution-social-activity__reactions-menu " href="https://www.linkedin.com/signup/cold-join?session_redirect=%2Fadvice%2F1%2Fyoure-facing-criticism-social-media-your-e-commerce-mtrce&trk=article-ssr-frontend-x-article_contribution-social-activity_like-cta" target="_blank" data-tracking-control-name="article-ssr-frontend-x-article_contribution-social-activity_reactions-cta" data-parent-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265883150101217280)" data-tracking-will-navigate 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sm:pl-0.5 text-md font-bold hidden md:block">Like</span> </div> <div class="selected-reaction--PRAISE flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Celebrate" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/czva5w81r4b0pjr7sh5r4nbw9"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Celebrate</span> </div> <div class="selected-reaction--APPRECIATION flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Support" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/8kvqqk9m1eu5ffqkdlum1ka1m"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Support</span> </div> <div class="selected-reaction--EMPATHY flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Love" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5yukss5d7kh4xrbd5642z6tk0"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Love</span> </div> <div class="selected-reaction--INTEREST flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Insightful" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/es4dlamdpym2zbuhglwx2cuz0"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Insightful</span> </div> <div class="selected-reaction--ENTERTAINMENT flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Funny" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/e0rqrq0h755yqqu59fy047ayt"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Funny</span> </div> </div> </template> <code id="i18n_reaction_singular" style="display: none"></code> <code id="i18n_reactions_plural" style="display: none"></code> <div class="flex items-center font-sans text-sm babybear:text-xs contribution-social-activity__social-actions before:middot flex items-center justify-start gap-1 pr-1 before:mx-0.5" data-sap-comment-urn="urn:li:comment:(articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265883150101217280)"> <div class="flex items-center font-normal text-color-text-low-emphasis no-underline visited:text-color-text-low-emphasis my-1" role="button" aria-label="3 Reactions" data-separate-ctas="false" data-test-id="social-actions__reactions" data-id="social-actions__reactions" data-num-reactions="3" data-singular="%numReactions%" data-plural="%numReactions%" data-entity-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265883150101217280)" tabindex="0"> <img alt data-reaction-type="LIKE" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/9sun4diznbhgyelaeryxy75ur" height="16px" width="16px"> <span aria-hidden="true" class="font-normal ml-0.5" data-test-id="social-actions__reaction-count"> 3 </span> </div> <code id="social-actions__reaction-image-APPRECIATION" style="display: none"></code>  <code id="social-actions__reaction-image-EMPATHY" style="display: none"></code> <code id="social-actions__reaction-image-ENTERTAINMENT" style="display: none"></code>  <code id="social-actions__reaction-image-INTEREST" style="display: none"></code> <code id="social-actions__reaction-image-LIKE" style="display: none"></code> <code id="social-actions__reaction-image-MAYBE" style="display: none"></code> <code id="social-actions__reaction-image-PRAISE" style="display: none"></code>  </div> </div>  </div>  </div>  </li> <li class="contribution" data-contribution-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" data-contributor-urn="urn:li:member:668233972" data-contribution-tracking-id="ybJTdvXd2//r3qaFBD5rmQ==" data-is-logged-in="false"> <div class="flex items-center justify-between"> <a href="https://lk.linkedin.com/in/anfaas-ahammed-584959167?trk=article-ssr-frontend-x-article" target="_blank" data-tracking-control-name="comment_actor" data-tracking-will-navigate class="contribution__lockup relative flex items-center overflow-hidden pr-1 font-sans hover:no-underline focus:no-underline xs:left-[-56px]"> <figure class="top-[4px] inline-flex lg:hidden"> <img class="inline-block relative rounded-[50%] w-4 h-4 " data-delayed-url="https://media.licdn.com/dms/image/v2/D5603AQHwG6YY2HGjAQ/profile-displayphoto-shrink_400_400/profile-displayphoto-shrink_400_400/0/1711778499787?e=2147483647&v=beta&t=1aKJ_efzI4DhUcVDolobyy_w9ZHyGhNytbJOrSUps20" 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CRM I Business Develpment I Helping you to invest in your brand to stand out in the crowded market </p> </div> </a> <div class="flex items-center">  <div class="ellipsis-menu absolute right-0 top-0 contribution-control-menu relative" data-feed-action="show-comment-dropdown" data-id="comment__ellipsis-menu" data-feed-control="control_menu" data-tracking-control-name="comment_control_menu" data-feed-action-type="expandControl" data-feed-action-category="expand"> <div class="collapsible-dropdown flex items-center relative hyphens-auto"> <button class="ellipsis-menu__trigger collapsible-dropdown__button btn-md btn-tertiary cursor-pointer !py-[6px] !px-1 flex items-center rounded-[50%] ellipsis-menu__trigger--small w-[32px] h-[32px] flex justify-center w-[40px] min-w-[40px]" aria-expanded="false" aria-label="Open menu" data-tracking-control-name="article-ssr-frontend-x-article_ellipsis-menu-trigger" tabindex="0"> <icon class="ellipsis-menu__trigger-icon m-0 p-0 centered-icon" 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href="/uas/login?session_redirect=https%3A%2F%2Fwww.linkedin.com%2Fadvice%2F1%2Fyoure-facing-criticism-social-media-your-e-commerce-mtrce&trk=comment-semaphore-sign-in-redirect&guestReportContentType=AUTO_GENERATED_SKILL_ARTICLE_CONTRIBUTION&_f=guest-reporting" data-tracking-control-name="comment-semaphore-sign-in-redirect" data-tracking-will-navigate data-item-type="semaphore" data-semaphore-content-type="AUTO_GENERATED_SKILL_ARTICLE_CONTRIBUTION" data-semaphore-content-urn="urn:li:comment:(articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" data-semaphore-author-urn="urn:li:member:668233972" data-semaphore-tracking-prefix="comment-semaphore" data-is-logged-in="false" data-modal="semaphore__toggle" class="semaphore__toggle visited:text-color-text-secondary mx-0.25 flex items-center w-full py-1 px-2 cursor-pointer font-sans text-sm font-bold link-styled focus:link-styled link:no-underline active:bg-color-background-container-tint hover:bg-color-background-container-tint " role="menuitem">  <icon data-svg-class-name=" ellipsis-menu__item-icon text-color-icon h-[20px] w-[auto] mr-1 flex " data-delayed-url="https://static.licdn.com/aero-v1/sc/h/eo60762wicg7snl6mo020acft"></icon> <span class=" ellipsis-menu__item-text inline-block text-color-text font-semibold ">Report contribution</span> </a>  <template id="comment-reported-card-template"> <p class="comment-reported-card bg-color-background-container p-2 text-sm font-medium text-color-text-secondary"> Thanks for letting us know! You'll no longer see this contribution</p> </template> </li>  </ul>  </div> </div> <code id="contributionCopyLink" style="display: none"></code> <code id="contributionCopyFail" style="display: none"></code> <code id="contributionCopyUnsupported" style="display: none"></code> </div> </div> <div class="contribution__container left__border -mb-2 -mt-1 animate-show ml-0 pl-0 md:ml-[-41px] md:pl-[32px] pr-0 lg:ml-[-33px] lg:pl-[40px] lg:pr-1 pt-2 pb-4"> <div class="flex flex-col justify-between lg:flex-col"> <div class="flex items-center justify-between gap-1"> </div> </div> <div class="contribution__text-wrapper relative"> <p class="contribution__text mb-1 whitespace-pre-wrap pt-1 text-md leading-open text-color-text md:mb-0 md:pt-0 line-clamp-5 lg:text-lg" data-tracking-control-name="comment_text">To address criticism on social media about e-commerce customer service, respond promptly with empathy and professionalism. Acknowledge the customer's experience and apologize for any inconvenience caused. Offer a solution or direct them to a support channel for resolution. Take the conversation offline if necessary to resolve the issue privately. Use the feedback constructively to improve processes and prevent future complaints. Demonstrating responsiveness, accountability, and commitment to customer satisfaction can help rebuild trust and enhance the brand's reputation.</p> <button class="contribution__see-more-button absolute bottom-0 right-0 hidden cursor-pointer border-0 bg-color-surface p-0 text-md leading-open text-color-text-secondary hover:text-color-action hover:underline lg:text-lg" data-tracking-control-name="comment_expand" data-feed-control="comment_expand" data-feed-action-type="expandContributionText" data-feed-action-category="EXPAND" role="button" type="button">…see more</button> </div>  <div class="contribution__social-action-bar relative right-1 flex flex-row items-center justify-start gap-1"> <div class="contribution-social-activity inline-flex items-center justify-start"> <code id="i18n_reaction_selection_state" style="display: none"></code> <div class="reactions-menu flex flex-row relative items-center justify-center select-none [-webkit-user-select:none] pointer-events-auto contribution-social-activity__reactions-menu " data-accessory-entity-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" data-reactions-count="3"> <a class="reactions-menu__link text-color-text contribution-social-activity__button flex items-center btn-sm btn-tertiary justify-center sm:flex-row sm:text-sm rounded-sm px-0.5 relative h-6 cursor-pointer w-full contribution-social-activity__reactions-menu " href="https://www.linkedin.com/signup/cold-join?session_redirect=%2Fadvice%2F1%2Fyoure-facing-criticism-social-media-your-e-commerce-mtrce&trk=article-ssr-frontend-x-article_contribution-social-activity_like-cta" target="_blank" data-tracking-control-name="article-ssr-frontend-x-article_contribution-social-activity_reactions-cta" data-parent-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" data-tracking-will-navigate data-accessory-entity-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" data-reactions-count="3">  <div class="like-button-default flex flex-row items-center "> <icon class="contribution-social-activity__icon w-[24px] h-[24px] mr-0.5 sm:m-0" data-svg-class-name="contribution-social-activity__icon w-[24px] h-[24px] mr-0.5 sm:m-0--svg" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/e2cf8dn8tvjcu9gl3qcxhw31q"> </icon> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Like</span> </div> </a> </div> <template id="selected-reaction"> <div> <div class="selected-reaction--LIKE flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Like" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/7ze70iqo2l1rn7hwfoykiwjod"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Like</span> </div> <div class="selected-reaction--PRAISE flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Celebrate" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/czva5w81r4b0pjr7sh5r4nbw9"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Celebrate</span> </div> <div class="selected-reaction--APPRECIATION flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Support" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/8kvqqk9m1eu5ffqkdlum1ka1m"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Support</span> </div> <div class="selected-reaction--EMPATHY flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Love" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/5yukss5d7kh4xrbd5642z6tk0"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Love</span> </div> <div class="selected-reaction--INTEREST flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Insightful" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/es4dlamdpym2zbuhglwx2cuz0"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Insightful</span> </div> <div class="selected-reaction--ENTERTAINMENT flex flex-row items-center"> <img class="inline-block align-middle relative w-3 h-3 mr-1 babybear:mr-0 mb-0.5" alt="Funny" aria-hidden="true" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/e0rqrq0h755yqqu59fy047ayt"> <span class="contribution-social-activity__button-text sm:pl-0.5 text-md font-bold hidden md:block">Funny</span> </div> </div> </template> <code id="i18n_reaction_singular" style="display: none"></code> <code id="i18n_reactions_plural" style="display: none"></code> <div class="flex items-center font-sans text-sm babybear:text-xs contribution-social-activity__social-actions before:middot flex items-center justify-start gap-1 pr-1 before:mx-0.5" data-sap-comment-urn="urn:li:comment:(articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)"> <div class="flex items-center font-normal text-color-text-low-emphasis no-underline visited:text-color-text-low-emphasis my-1" role="button" aria-label="3 Reactions" data-separate-ctas="false" data-test-id="social-actions__reactions" data-id="social-actions__reactions" data-num-reactions="3" data-singular="%numReactions%" data-plural="%numReactions%" data-entity-urn="urn:li:comment:(urn:li:articleSegment:(urn:li:linkedInArticle:7253104641498824704,7253104643533156352),7265923159848038401)" tabindex="0"> <img alt data-reaction-type="INTEREST" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/4v7dh2d6cuqm24mzps1pqzeqt" height="16px" width="16px"> <span aria-hidden="true" class="font-normal ml-0.5" data-test-id="social-actions__reaction-count"> 3 </span> </div> <code id="social-actions__reaction-image-APPRECIATION" style="display: none"></code>  <code id="social-actions__reaction-image-EMPATHY" style="display: none"></code> <code id="social-actions__reaction-image-ENTERTAINMENT" style="display: none"></code>  <code id="social-actions__reaction-image-INTEREST" style="display: none"></code> <code id="social-actions__reaction-image-LIKE" style="display: none"></code> <code id="social-actions__reaction-image-MAYBE" style="display: none"></code> <code id="social-actions__reaction-image-PRAISE" style="display: none"></code>  </div> </div>  </div>  </div>  </li> </ul> <div class="qa-article-redesign article-segment__cta-container ml-[-18px] lg:ml-0"> <a class="btn-md 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