Social Media Complaints

It goes without say that if there is a complaint to be made, many prefer to complain to companies on social media. This presents danger and opportunities for brands and here are some things to consider as you navigate the waters.

Respond promptly as social media almost demands an immediate responses.
Respond with care and apologize if needed.
Respond, don't converse. If more discussion is required, move the conversation offline.
Personalize your response. If your first respond is automated act quickly to make contact.
Share internally. You'll want a database for social media and know if you have a repeat contact.

To sum it up - your company can mitigate damages and earn respect by responding to social media properly.