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Dissatisfied customers may occasionally post harsh criticism of a product or service on a company's social media site. Social media experts say that not every comment on the Web merits a response. Concisely describe the circumstances that merit a professional response to an online post. Then describe the guidelines you should follow when composing to customers online.

Respuesta :

Incomplete question. Answered from a general perspective.

Explanation:

The following two circumstances may warrant a professional response to an online post:

  • when the comment constitutes misleading/false information about the company.
  • the comment indicates a sincerely confused customer wanting to solve an issue or get answers to their query.

Guidelines:

  • Maintain formality in reply
  • Be polite in reply
  • Express appreciation for the feedback.
  • Apologize where necessary.
  • Reinstill trust.

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