Foster is a social media manager for major airline, so part of his job is to respond to the company's Iwitter feed. He needs to create posts that reflect well on the company, but often unhappy customers use the feed to voice their complaints. As the social media manager, what is the best way for Foster to handle this?

Question

Foster is a social media manager for major airline, so part of his job is to respond to the company's Iwitter feed. He needs to create posts that reflect well on the company, but often unhappy customers use the feed to voice their complaints. As the social media manager, what is the best way for Foster to handle this?

A. Block customers who complain so that the company looks good.
B. Shift most of the social media accounts to less interactive forums.
C. Post the phone number of the customer service department in response.
D. Respond to these posts quickly and demonstrate positive customer service.

Answer 1

D. Respond to these posts quickly and demonstrate positive customer service.

It is important for Foster to address customer complaints in a professional and efficient manner. By responding quickly and demonstrating a willingness to resolve customer issues, Foster can show that the company values its customers and is committed to providing excellent customer service. This approach can help turn a negative situation into a positive one and improve the company's reputation.