Post on 11-Apr-2017
Carrie Morgan, author, chat moderator
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
tweet here :)Carrie Morgan@morgancarrie
Customer service is a HUGE component of social media. What skills have you learned because of it? #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Milvian@MilvianPrieto
Acknowledge the customer's problems. If you don't have an immediate solution, let em know that you're working to resolve it. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Customer service expectations seem to impact Facebook and Twitter the most by far. Be prepared to handle it. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Nicole E. Spears@_NicoleESpears
I've learned how to be cordial + informative in 140 or less! Quality Twitter #CustServ is crucial, both as consumer + prof. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
Workflow and resources. If one or the other is missing you experience delays. (In my experience) #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
I’ve learned brands that respond to UNTAGGED mentions impress the heck outta me. It’s rare. Far too rare. Less than 5%! #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Jim Katzaman@JKatzaman
PR and customer service both demand timely and accurate responses. Don't rush and be wrong, but get known facts out soonest. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
What has YOUR OWN customer service challenges/activities on social media taught you? #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
I’ve learned that I can assume something is negative when it actually isn’t. Experiences/attitudes skew perception. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
Empathy trumps all. You can give a customer the most precise, correct answer to a problem but if there's no empathy, you lose. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
In a real-time social media environment, taking negative conversations offline as quickly as possible is a VERY good thing. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Nicole E. Spears@_NicoleESpears
Even if you can't solve the problem - always, always answer. #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Chris Bell@riskycontent
A tweet back - "I hear your problem. How can I help? Please DM me your email so I can get to work on your issue." #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Nicole E. Spears@_NicoleESpears
@KDHungerford @morgancarrie @ASOS Isn't it funny how much one poor brand touchpoint can change your overall impression? #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
What impact can unhappy customers have on trust/reputation, and how can we mitigate that impact? #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Chris Bell@riskycontent
Huge. Customer service IS PR. #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Lack of response does FAR more damage than brands realize. It’s expected. It can also reduce telephone #custserv costs. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Chris Bell@riskycontent
On the other hand response should be done by a professional. Non-trained personal should not twitter fight with customers. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Nicole E. Spears@_NicoleESpears
A negative customer message is STRONGER than a positive branded message. PRs understand the power of 3rd party validation. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
Communicate. Have best practices documented as well as escalation policies. This often doesn't happen but is so important. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Every interaction and encounter builds (or destroys) reputation. As #PRpros, we have the power to control this. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Great customer service is resource-intensive. Should we be respond to ALL complaints? #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
Yep, you've got to answer them all. Great customer service is a sub-set of great customer experience. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
It’s not always possible to respond to all complaints, so the ability to prioritize is important.#PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
AZ Media Maven@AZMediaMaven
YES, respond to ALL complaints, even it takes a while. Some response is better than none. #PRprochat
#PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
People take time to complain because they care. All customer complaints deserve a response. There are ways! #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Jim Katzaman@JKatzaman
Yes, respond to all complaints. Also reply to all compliments. Bottom line: Respond. Show you're there and you care. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Nicole E. Spears@_NicoleESpears
#CustServ agents (on social or IRL) can demand respect while making the brand look good. Don't respond to vulgar complaints. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Some people just like to complain. Should we handle complainers differently than unhappy customers? #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
BRILLIANT: Five Types of Complainers & How to Deal With Them: http://ow.ly/Uihmm via @ExactTarget @AdWeek#PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
AZ Media Maven@AZMediaMaven
Turn frequent complainers into advisory boards & actively solicit their input. They are empowered; you get insights. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Jim Katzaman@JKatzaman
Until social media invents "Complainer" and "Unhappy" buttons, you can't truly judge passion in 140 characters. Treat all =. #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Kelly Hungerford@KDHungerford
Often chronic complainers are right but the company can't fix the issue. Often w/ UI/software. It's delicate! #PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
Passive-aggressive trolls require a different approach than true customer’s. Minimal vs. Resolution.#PRprochat #PRprochat: First Thursdays @ 3pm EST
Handling Haters & Complainers on Social Media with Carrie Morgan
Best of#PRprochat
Carrie Morgan@morgancarrie
You can't resolve issues with a troll because there often ISN'T one - they just want to stir the controversy pot.#PRprochat #PRprochat: First Thursdays @ 3pm EST
Carrie Morgan, author, chat moderator
First Thursdays@ 3pm EST
#PRprochat