The go-to portal when consumers want to reach out is social media. On your Facebook page, one customer can post a question, while another tweets you with a complaint. Either way, as customer contact becomes so public, your reputation is at stake.
Without compromising your brand, how can you guarantee client satisfaction? You would be well positioned to turn a consumer dilemma into good exposure by learning how to deal with these circumstances in advance. Train your social media customer service team for business, and make sure to adapt the concepts to the voice of your particular brand.
However, the most important principle is to listen. And that doesn't mean waiting for the little red notification that informs you that you have been "mentioned": to find out what people are talking about you, you need to take proactive measures. When they are taking off steam, people say cruel things. By listening to grievances and handling them with grace and honesty, you will monitor the situation.
infographic by: www.headwaycapital.com