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

Ravi, an executive at Shree Textiles, notices a customer's angry complaint about a delayed order on the company's public page. According to good social media practice, what should he do first?

Ravi should respond politely and promptly, acknowledge the complaint publicly, and take the detailed discussion to a private channel. This shows accountability and protects reputation, whereas deleting, ignoring or arguing with the customer would worsen trust and visibility of the problem.

  1. ADelete the post immediately so others do not see it
  2. BReply politely and promptly, acknowledge the issue and move the details to a private channelCorrect
  3. CPost a sharp reply defending the company and questioning the customer's honesty
  4. DIgnore it until the customer removes it

Explanation

Responsible handling means a prompt, courteous public acknowledgement and shifting specifics to a private channel. Deleting or ignoring the complaint harms trust, and an argumentative reply escalates the problem.

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