From the course: Serving Customers Using Social Media (2019)
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How to handle harassers or trolls
From the course: Serving Customers Using Social Media (2019)
How to handle harassers or trolls
- When you read your customer's tweets, Facebook posts or Yelp reviews, you may start wondering what is wrong with these people? Were they raised by wolves? Many customers show a shocking lack of civility on social media. Social media may make them feel anonymous or extra powerful. They forget or don't care that there's a real person on the other end responding to their tweet. In your personal life, you'd block, unfriend or unfollow someone who's social media posts were rude or hateful, but when you work in social media customer service, you can't just block a customer who crosses the line, but you shouldn't have to put up with profanity or hate speech. The first way to handle harassers or trolls is to know your company's social media customer use policy inside and out. Most companies have a policy in place that protects employees and followers from having to read ugly words, verbal attacks or threats in social channels.…
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