11 DO NOT FEED THE TROLLS: HOW TO HANDLE ONLINE UNPLEASANTNESS

One of the biggest downsides of social media is that it makes it much easier for people to cause trouble for your business. Sometimes that trouble is from a disgruntled customer, but sometimes that trouble can be from a critic, a prankster, campaigners for a particular cause or from trolls. Because social media is so public, how you respond to these different kinds of potential trouble can affect how other people see your organisation.

Let’s look at each type in turn.

THE UNHAPPY CUSTOMER

On social media there are three kinds of unhappy customer. The first is a customer who feels that they haven’t received the quality of product or service that they expected. The second is a customer ...

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