Originally posted by Caitlin Zucal from Arkovi.
In a previous podcast, we discussed how to handle a negative comment posted to your social media account. Our advice was to reach out to that customer, schedule a meeting or phone call to discuss the problem, and then ask that customer to go back online and simply post that both parties met and the problem had been solved. However, one of our listeners asked what to do when there’s not enough identity behind the profile who is making the complaint online. We suggest that you explore the comments and try to discover the root of the issue behind the scenes. After doing your research, you can decide whether they complaint is valid and how your team should respond. For more advice, tune in to the podcast below.