{"id":6432,"date":"2017-04-18T06:42:18","date_gmt":"2017-04-18T06:42:18","guid":{"rendered":"https:\/\/www.apen.es\/?p=6432"},"modified":"2025-03-04T10:56:47","modified_gmt":"2025-03-04T10:56:47","slug":"com-gestionar-comentaris-negatius-a-les-xarxes-socials","status":"publish","type":"post","link":"https:\/\/www.apen.es\/ca\/bloc\/com-gestionar-comentaris-negatius-a-les-xarxes-socials\/","title":{"rendered":"Com gestionar comentaris negatius a les xarxes socials"},"content":{"rendered":"<p>Quan rebem cr\u00edtiques o males opinions en xarxes socials cap a la nostra empresa i, per tant, cap a la nostra marca, no \u00e9s f\u00e0cil gestionar-les. Per\u00f2 tenim l&#039;obligaci\u00f3 de saber-ho fer de la millor manera possible, ja que aix\u00f2 ens ajudar\u00e0 molt\u00edssim a aportar valor a la imatge de marca.<\/p>\n\n\n\n<p>Quan veiem una cr\u00edtica negativa sobre la nostra empresa ens obsessionem r\u00e0pidament, per\u00f2 aix\u00f2 \u00e9s un error perqu\u00e8 ens fa oblidar tots els comentaris positius. \u00c9s important llegir tots els comentaris i buscar soluci\u00f3, sense caure en el dramatisme o l&#039;enuig. Tot dep\u00e8n de com enfocam les cr\u00edtiques o comentaris negatius, ja que sempre els podem aprofitar per millorar, si ho afrontem com a cr\u00edtiques constructives.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.apen.es\/wp-content\/uploads\/2017\/04\/Apen-Abril-410x1024.jpg\" alt=\"\" width=\"256\" height=\"664\">Com respondre els missatges negatius a les xarxes socials?<\/h2>\n\n\n\n<p><strong>Respondre de forma r\u00e0pida per\u00f2 no precipitada<\/strong>. Hem de respondre sempre i com m\u00e9s aviat millor, per\u00f2 no ens hem de precipitar a donar una resposta. El millor \u00e9s estudiar b\u00e9 quina pot ser la resposta m\u00e9s resolutiva, enginyosa, creativa o graciosa, si la situaci\u00f3 ho permet.<\/p>\n\n\n\n<p><strong>Disculpar-se si cal<\/strong>. Si el comentari negatiu t\u00e9 fonament i raons de pes per ser justificat, sempre \u00e9s millor demanar perd\u00f3 que no pas recon\u00e8ixer els errors. Aix\u00f2 demostra que la marca est\u00e0 compromesa i \u00e9s justa amb els usuaris. A m\u00e9s, \u00e9s recomanable proporcionar informaci\u00f3 per posar-vos en contacte amb l&#039;usuari per fer un seguiment d&#039;aquest problema.<\/p>\n\n\n\n<p><strong>Ser honest<\/strong>. Una de les coses m\u00e9s importants \u00e9s ser honest i transparent en les comunicacions que fem a les xarxes socials. Aix\u00f2 dipositar\u00e0 confian\u00e7a i credibilitat en els seguidors, que veuran que la marca \u00e9s propera i no exposa informacions ambig\u00fces.<\/p>\n\n\n\n<p><strong>No utilitzar c\u00f2pia<\/strong>&nbsp;<strong>i enganxa.&nbsp;<\/strong>No cal fer servir una resposta de c\u00f2pia enganxada, o el que \u00e9s el mateix una resposta plantilla de l&#039;estil \u201cgr\u00e0cies, ben aviat ens posarem en contacte amb vosaltres\u201d. Cal crear un estil de marca propi i ser m\u00e9s resolutius a la resposta.<\/p>\n\n\n\n<p><strong>Compte amb el Troll.&nbsp;<\/strong>Si detectes que l&#039;opini\u00f3 negativa prov\u00e9 d&#039;un troll (persona dedicada a buscar l&#039;enfrontament utilitzant una actitud ofensiva), \u00e9s millor no seguir-lo, nom\u00e9s si ho veus molt clar.<\/p>\n\n\n\n<p><strong>Respondre les primeres 24 hores<\/strong>. \u00c9s imprescindible donar resposta durant les primeres 24 hores i, si cal, demanar el contacte de l&#039;usuari, de manera privada, per resoldre qualsevol problema, de la millor manera possible.<\/p>\n\n\n\n<p><strong>Demanar una revisi\u00f3 al client<\/strong>. Aix\u00f2 vol dir que si un cop el client est\u00e0 satisfet i ja no existeix el problema inicial, est\u00e0 content amb el servei prestat, seria positiu per a l&#039;empresa obtenir una opini\u00f3 actual d&#039;aquest mateix client, perqu\u00e8 els usuaris puguin comprovar que el problema ha quedat resolt.<\/p>\n\n\n\n<p><strong>Ser proactiu i demanar opinions als clients satisfets<\/strong>. Si incentiviem els clients satisfets, ells donaran opinions reals dels nostres serveis i\/o productes i no hi ha millor publicitat que aquesta, als ulls d&#039;altres usuaris.<\/p>\n\n\n\n<p>En definitiva, no \u00e9s dif\u00edcil, nom\u00e9s cal escoltar els usuaris i aprendre a resoldre les queixes o comentaris negatius d&#039;una manera enginyosa. Donar la volta als problemes per convertir-los en solucions i beneficis per a lempresa.<\/p>","protected":false},"excerpt":{"rendered":"<p>Cuando recibimos cr\u00edticas o malas opiniones en redes sociales hacia nuestra empresa y, por lo tanto, hacia nuestra marca, no&#8230;<\/p>","protected":false},"author":4,"featured_media":6433,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"categories":[47,105,88],"tags":[],"class_list":["post-6432","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-apen","category-redes-sociales","category-web"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>C\u00f3mo gestionar comentarios negativos en redes sociales - Apen Inform\u00e1tica<\/title>\n<meta name=\"description\" content=\"Cuando recibimos cr\u00edticas o malas opiniones en redes sociales hacia nuestra empresa y, por lo tanto, hacia nuestra marca, no es f\u00e1cil gestionarlas. 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