Tw2-What should you do with positive and/or negative comments on your channels? How do you handle controversy or problems that come with being on social media? LL
Handling positive comments, much like any other positive feedback is simple; you thank your clients and ask them to tell or share with others, their positive experience.
Regarding negative feedback, well, you do not ignore it with hopes that it will disappear. You will need to face and address the situation as soon as you are in a place where you can, acknowledge the problem, apologize if it warrants, quickly provide a solution within your realm of authority, and finally encourage feedback from your client to ensure they have experienced a level of satisfaction. This series of responses will hopefully turn your social media foe into a social media friend. LL