If a customer uses social media to make a complaint, what type of response from the organization will best promote goodwill?
A) A personal response
B) A corporate reply
C) A reply with a link to the corporate policy page
D) A humorous reply
E) A private reply
Answer: A
Explanation: A) Use a personal response, not a corporate reply. Let customers know there is a personal presence behind the computer screen. Rather than quote policy, "speak like a human" by using a friendly tone, showing empathy, and using your real name.
Business
You might also like to view...
The opening of routine messages can be used to state the purpose and nature of information being provided
Indicate whether the statement is true or false.
Business
Good listeners interrupt the speaker when they have an important question
Indicate whether the statement is true or false
Business