El ABC de cómo responder a una crisis de comunicación

ABC's of Responding to Negative Feedback on Social MediaAcknowledge the situation.
Be true to your brand.
Confirm with the customer their exact problem or complaint.
Do not delete any negative feedback.
Engage in dialogue.
Follow your crisis plan.
Go! Responses need to be sent as quickly as possible!
Honesty is key.
Information is important to solving any customer complaint.
Join the conversation.
Keep monitoring even after you resolve a customer complaint.
Listen to the customer.
Monitor 24/7 for any potential situations.
Never attack the customer or accuse them of lying.
On point messaging, always! Never stray from key messages outline in your crisis plan.
Plan, plan and plan.
Quit panicking – you have a plan in place to follow.
Respond quickly.
Say you are sorry.
The truth will prevail – so be honest.
Understand what the customer is saying.
Verbalize your company's position on the issue.
Work hard to regain your customers trust.
Xerox copy/pasting responses never works. Respond to customers personally.
You can't afford to ignore negative sentiment.
Zero-in on the brand's challenges, and then offer a solution.

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