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

Meera, a marketing executive at a Chennai retailer, notices an angry customer's complaint on the company's public page. Which response would breach the don'ts of social media communication?

Replying sarcastically about the customer's intelligence breaches social media etiquette. Public posts must remain courteous and professional, and arguing or mocking customers harms brand reputation. Apologising, taking the matter offline and escalating are the accepted ways to handle complaints.

  1. AReplying with a sarcastic remark about the customer's intelligenceCorrect
  2. BApologising and inviting the customer to share order details privately
  3. CAcknowledging the complaint and promising a follow-up
  4. DEscalating the matter to the grievance team

Explanation

Sarcastic, insulting or argumentative replies in public damage the brand's reputation and must be avoided. The other responses are polite, professional and move the matter towards resolution.

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