How to Handle Negative Public/Social Media Reviews

Handled By: Homeowner-trained Support Agents & Resolution Specialists

Background: There may be instances when an installer or customer will leave a negative review or comment on a public internet platform (Google, LinkedIn, Better Business Bureau). When necessary, our Marketing and Communications department will create a Support ticket for us to address these comments.

STEP	ACTION
1	Follow the matrix below for the next steps based on your role
	IF:		THEN:
	Homeowner-trained Support Agent		Notify the Resolution team of a received Social Media ticket: Internal Comment: Tag (@) Resolution Stop
	Resolution Specialist		Proceed to Step 2
2	Create a Linked Support Ticket Update Label: “Social Media” Gather as much information as possible: Review Engine If available, review closed and, or open Support Tickets Go to Step 3
3	Attempt to contact the homeowner via phone or email to inform them of our internal review and to gather additional information, if available Sample Email: “Hello [Name], My name is [Your Name] and I’m reaching out regarding your concerns about [Provide a brief description of the issue]. I have escalated your concerns with our internal team and will provide an update as soon as possible. In the meantime, I also wanted to see if there was any additional information you would like to provide? Thank you, [Your Name] Collect and document as much information as possible. Follow the matrix below for the next steps. Note: Adhere to Homeowner Outreach 101 when performing homeowner outreach.
	IF:	THEN:
	Complaint is related to an installer’s actions.	Follow relevant process(es) Notify the homeowner’s installer escalations contact Inform the homeowner of our attempt to streamline communication with their installer: Sample Email: “Hello [Homeowner’s Name], I have escalated your concerns with your installer to streamline the communication process and will provide an update as soon as possible. Thank you, [Agent’s Name] Go to Step 4
	Complaint is related to EverBright’s actions.	Follow relevant process(es) Go to Step 4
	Note: Ensure all created linked tickets include “Social Media” in the Label field. Ensure to update the original Support ticket received from Marketing to ensure they’re aware of all activities and communication taking place with the homeowner.
4	Attempt to achieve resolution. Did homeowner express positive sentiment following resolution? If yes, Attempt to have negative posting updated or removed. Inform Market and Communications of our attempt to have the posting updated or removed. Close ticket(s) and Stop Sample Email: Hello (Customer Name), Thank you for giving us the opportunity to resolve this issue! We want to again apologize for any inconvenience this might have caused. Your thoughts are really valuable to our business, and we would be grateful if you can please consider updating your review to reflect your most recent experience with our business. Kind Regards, [Agent’s Name] If no, Close ticket(s) and Stop