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

A company's social media manager notices that a follower has posted a polite complaint about a delayed delivery on the company's page. Which response is the best practice for professional social media communication?

The best practice is to reply promptly and courteously, acknowledge the problem and offer a resolution. Timely, respectful responses show accountability and build customer trust, whereas deleting, ignoring or arguing publicly damages the brand's reputation and escalates the complaint.

  1. ADelete the post immediately so other customers do not see it
  2. BReply promptly and courteously, acknowledge the issue and offer to resolve itCorrect
  3. CIgnore the post until the customer removes it
  4. DReply sharply, pointing out that the customer was also at fault

Explanation

Good social media practice is to respond quickly, politely and constructively to complaints, which shows accountability and protects brand reputation. Deleting or ignoring the post appears evasive, and arguing publicly escalates the problem.

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