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CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media

A bank's customer-care team uses a social media page to answer queries. Which practice best reflects the effective use of the platform as a communication tool?

The best practice is to respond promptly and courteously while shifting sensitive details to a private channel. This uses the speed and openness of social media to build customer trust, yet protects confidential information such as account numbers from public exposure.

  1. ADeleting every query that is not a compliment
  2. BReplying only after several weeks to ensure accuracy
  3. CAsking customers to post their account numbers publicly to speed up help
  4. DResponding promptly in a courteous tone and moving sensitive details to a private channelCorrect

Explanation

Prompt, courteous replies build trust, and sensitive data should be handled privately to protect confidentiality. Posting account numbers publicly risks fraud. Deleting queries damages credibility, and very late replies defeat the speed advantage of the medium.

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