Trending at TwoSix: Social Media and Customer Service

If you want to learn about writing a social media response strategy, you can gather ideas in this blog. Here you will find ways and reasons to develop a simple and effective strategy for handling criticism on social media. Take a deep breath. It’s way less stressful than you think. Let’s get started.

Tip of the Week: Have a written social media response strategy so complaints and opportunities can be managed in a timely manner.

How does your DMO respond when a social media crisis happens? Sure, it’s easy to hide negative or trolling comments. However, there are other types of negativity that can occur on social media.

Your brand can be subject to criticism within the community, and beyond. This is not a far-fetched idea considering the attention Visit Florida was granted this year.

It is naive to assume that your brand will never face critiques or negativity. Yet, there is no need to create an extensive social media response strategy. The document should function as a means to start the conversation before a crisis takes place.

Here are some tips for developing a social media response strategy:

  • Include all relevant staff members in on the conversation. This would include the Director, the head of marketing, PR staff, and perhaps your office manager.
  • Define a chain of command when a crisis occurs. Decide when it is necessary or unnecessary to involve the Director, or even the Board of Directors.
  • Clearly state expectations of how quickly a crisis should be handled.
  • Be sure to review this document with any new employees or interns who will be involved in social media.

Hopefully you will never need this document! Although, it never hurts to be prepared.

Fact of the Week: 42% of people expect a response in 60-minutes after they post a complaint on their social media.

Hence the need for the social media response strategy to be a simple document. There is little time for processes and chain of commands when it comes to complaints on social media.

The key is to empower your social media managers to handle these situations. For this reason, it is important to hire a multi-talented social media manager. Not only should they be creative, visual, well-written, but they should have excellent customer service abilities.

If you have a capable, intelligent social media manager – they should be able to handle complaints in a timely and effective manner.

Noteworthy Article: 14 Amazing Social Media Customer Service Examples (And What You Can Learn From Them)

These are great examples of brands turning lemons into lemonade! View every complaint as an opportunity, instead of a negative situation.

Find some inspiration with these (sometimes hilarious) examples.

TwoSix Pic of the Week: Eagan CVB

We understand that handling social media complaints can be stressful. However, there’s nothing a hike in the woods can’t fix. The Eagan CVB reminds us of the importance of enjoying the great outdoors!

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