Dealing with Social Media FeedbackBy david
At our agency, we generally have the rule to respond rather than ignore any post. As long as the post does not violate Facebook or other social policies it is not removed and we tend to respond even if we are still looking into an issue. Sometimes the response may be as simple as, “Thanks for your feedback, we will definitely look into that and get back to you as soon as possible.”
Overall, when responding it’s very important to remember that managing social media feedback is all about providing excellent customer service and applying the “golden rule”.