We’re taking our conversations online – all of them it seems – even the ones that really should remain private.
Many of you are seeing your social media sites explode with customer service related comments. It would be nice if all of these comments were positive but that’s not reality. So many consumers feel comfortable airing their grievances in public. How do you handle these matters?
Some of the most successful companies I know have adopted the following policies:
- Have someone managing and reviewing your social media sites daily.
- Offer to take heated disputes off line to find resolution.
- Deal with customer service issues quickly.
- Find ways to restore your credibility and good name.
The way you demonstrate customer service online is critical today. Keep in mind the whole world is watching. No pressure!
What do YOU do to avoid getting into arguments with people online?
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