30 Oct '14, 12pm

What To Do When Things Go Wrong On Social Media: An Interview With Melissa Fach by @brentcsutoras

What To Do When Things Go Wrong On Social Media: An Interview With Melissa Fach by @brentcsutoras

Social media has gone further into the realm of customer service, which helps to create core values and guiding principles for your entire team to follow. Social media gives a brand consistency in regards to how things are answered, how you communicate, how you treat people, how you avoid making mistakes, and so on. Once those guiding principles are established, make sure they are the same for everyone in the company. So the customer service representative on the phone should be following the same communication guidelines as the people running your social media accounts. You run into problems when you don’t have guiding principles in place for when things go wrong. When you’re in a heated situation on social media it’s important to take a deep breath before you write anything. When something goes wrong at one of the companies Melissa works for, their guidelines are to own ...

Full article: http://www.searchenginejournal.com/things-go-wrong-social...

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