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

Meera, an executive at a Pune textile firm, notices an angry customer complaint on the company's public social media page. Which response best follows good social media practice?

The best response is to reply publicly in a calm, courteous tone and then shift the details to a private channel. This shows responsiveness and protects the brand image, while deleting, arguing or ignoring the complaint would worsen the customer's dissatisfaction and harm reputation.

  1. ADelete the complaint immediately and block the customer
  2. BReply publicly in a calm tone and move the details to a private channelCorrect
  3. CArgue with the customer publicly to defend the brand
  4. DIgnore the post until the customer removes it

Explanation

Good practice is to acknowledge complaints promptly, stay polite and take sensitive details offline. Deleting and blocking looks evasive and escalates anger. Arguing publicly damages the brand, and ignoring the post signals indifference.

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