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How to Handle Customer Complaints Via Social Media

How to Handle Customer Complaints Via Social Media

http://www.socialmediaexaminer.com/how-to-handle-customer-complaints-via-social-media/

#1: Respond Quickly

#2: Acknowledge Mistakes

#3: Take Conversations Offline

#4: Personalize Your Responses

#5: Don’t Take It Personally

#6: Put Together an Escalation Plan

#7: Go the Extra Mile

#8: Follow Up

#9: Don’t Delete Negative Comments

#10: Monitor Conversations About Your Brand

As libraries get more and more into social media, we need to pay heed to the emerging practices that create conversations in the real world of hybrid media.  We can all point to posts – by both professionals and trolls – that aim to hurt you and your institution.  While they say more about themselves than those they aim to hurt – yes even professional librarians – it is important to rise above their personal needs and engage only to the point you put the correct information and perspectives out there.

Stephen

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Posted on: January 6, 2016, 6:32 am Category: Uncategorized

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