Archive for Rob James

Social Media Complaints, the Do’s and Don’ts

Posted by Rob James on January 21st, 2013 at 9:21 am

Social Media Complaints, the Do’s and Don’ts
It’s becoming increasingly important to be able to effectively field social media complaints;
with businesses expected to have a strong presence on different social networks, neglecting
customer problems can make you look uncaring, and can lead to significant publicity damage
if not handled correctly. In this context, it’s vital that you respond promptly to social media
complaints, and that you take precautions to avoid embarrassing leaks, and messages that
break with company policy. With this in mind, some do’s and don’ts to consider for your
social media complaints include:
Respond as Soon as Possible
Any complaints that aren’t picked up on the same day can quickly escalate, and can be
viewed as a sign that you’re not responding to complaints. Have someone in the office who
checks different feeds, and is well acquainted with your company’s policy on how to deal
with different queries.
Use Alerts
If you have a presence on multiple networks, consider using a web app like Google Alerts,
which can be a useful way of notifying you when something new is posted to your feed;
having Google Reader and other metrics programs installed can also allow you track activity
across your different social media platforms.
Apologise if Necessary
Sometimes problems can be the result of human error, or... Read more