Skip to content

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

Which of the following is a recommended 'do' when a business responds to a negative customer comment on its public social media page?

The recommended approach is to reply politely and quickly, acknowledge the concern, and shift any discussion involving personal details to a private channel. This shows responsiveness while protecting customer privacy, unlike ignoring, mocking, or requesting sensitive data publicly.

  1. ARespond politely and quickly, acknowledge the concern, and move detailed discussion to a private channel if personal details are neededCorrect
  2. BIgnore the comment so it disappears from view
  3. CRespond with sarcasm to show the brand's personality
  4. DAsk the customer to post their account number publicly so staff can check it

Explanation

A timely, courteous reply that acknowledges the concern shows responsiveness. Personal or account details should be handled privately to protect privacy. Sarcasm and ignoring complaints harm the brand, and asking for account numbers publicly risks privacy.

Did you get it right without looking?

One question tells you little. A timed set on Do's and Don'ts of Communication through Social Media shows your real accuracy, how long you take and where you lose marks.

Practise Do's and Don'ts of Communication through Social MediaFree diagnostic mock

More Do's and Don'ts of Communication through Social Media questions