When your customers send you negative feedback through social media, they are giving you a valuable opportunity to resolve problems and improve your brand, writes Diane Helbig, president of Seize This Day Coaching. However, when a disgruntled customer simply cannot be satisfied, you may want to delete the discussion and try to resolve the issue over the phone. "If anyone asks about it, you can politely explain that resolution wasn't realized through the online exchange so you moved it to a private conversation," she writes.

Related Summaries