How? Trying to be really useful, providing a solution or a spectrum of relevant solutions, as personalized as possible to the need of that user. 10. Control Negative comments from the community must be actively managed, making the brand's presence felt within the channel. The ideal is to be proactive and refute clearly false or misleading statements but never lose control of your language . Common sense is the key to proper social media management.
11. Patience Those who deal with social customer care must benin number data always be impartial and absolutely avoid heated confrontations against the community. If a complaint actually arises, it is best to take a step back and wait for the right opportunity to get in touch with the customer in question. In the meantime, you can work closely with internal stakeholders – often sales, public relations, and legal – to develop a reasonable solution. 12- Listening Listening must reign within this context .
The community must feel good, gratified and listened to, avoiding censorship of comments. Criticisms are a fundamental part of the social web, eliminating them can fuel bad feelings and generate unwanted viral effects (and the hunt for epic fail by bloggers in the sector). As you can see, the person or team in charge of following social media must develop numerous qualities, dealing with different interactions on a daily basis . It is necessary to train language and online presence not only to engage, to search for emotion (through photos, social objects) and to convert (through useful calls to action), but also to the art of patience .