One of the big things that you need to do when you’re running a social media site is respond to complaints and comments that you get when customers are looking at your social media website. Many people will go to social media instead of going to email or the phone nowadays, so you need to keep your eyes peeled for when people are commenting or complaining about your service.
The best way to deal with complaints is to ask the party to message you privately about the matter. There’s no need to deal with it in the open – say something like “we’re sorry for your experience! Could you please send us a private message so we can help you to resolve this matter?” and then take it to DM (Twitter) or Messenger (Facebook) and deal with the matter at hand as you deem appropriate. When you’re dealing with comments and compliments, acknowledge them publicly. Thank the party for their kind words and talk about how your company is always striving for the best. This positive interaction allows your customers to see that you care.
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