We have all witnessed Social Media disasters. A disgruntled customer goes through an unpleasant experience with a service provider. She pleads her case before the court of public opinion on social media. The business owner, his employees, friends, and family go on the offensive against the malicious complainant who was (obviously) hired by a competitor to tarnish the good name of the business. Emotions run high. Insults are traded. The confrontation goes on for hours - or days, depending on how much stamina each one has. Finally everyone walks away bruised and bloodied, swearing never again. Here is our guide to putting out fires quickly and effectively. Less is more The more you say, the more likely you will do more harm than good. Your response should be as short and simple as possible. Express remorse for the customer's unsatisfactory experience. Express readiness to further the conversation privately in order to learn how you can improve your service. If a face-to-fa...
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