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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 receives a negative comment from a customer on the firm's public page about a delayed delivery. Which response best reflects good social media practice?

The best response is to reply promptly and politely, acknowledge the problem and offer a solution. Public, courteous handling of complaints builds trust, whereas deleting, ignoring or mocking the customer harms the firm's reputation and may worsen the situation.

  1. ADelete the comment immediately so other users do not see it
  2. BReply promptly and politely, acknowledge the issue and offer to resolve itCorrect
  3. CReply with a sarcastic remark to show the firm is not afraid of criticism
  4. DIgnore the comment until the customer removes it

Explanation

Good practice is to respond quickly, courteously and constructively to complaints, showing that the firm values customers. Deleting or ignoring the comment appears evasive and can escalate the dispute, and sarcasm damages the brand image.

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