An example of directness, which moves swiftly into spite, is shown in Figure 5.4, where UK retailer
Question:
An example of directness, which moves swiftly into spite, is shown in Figure 5.4, where UK retailer Argos had many angry customers taking to Twitter and explaining that the traditional telephone route was not working.
Questions
Imagine you are working for a well-known organisation, in their online community management team. You are managing a team and there has been an issue where things have gone wrong, for example:
• Transport company – a strike or cancellations • Retailer – late deliveries • Other company – calls to this number are taking an average of 30 minutes to answer.
Consider the organisation’s typical online tone of voice and based on this, what are your recommendations as to how the team should address unhappy customers?
• Prepare a list of all the possible complaints that may be raised.
• Create some stock phrases they could use to pacify or reassure the customers.
• Consider who else should be involved in the process to respond to customers in this situation.
Step by Step Answer:
When managing an online community for a wellknown organization during a crisis where customer complaints and negative sentiment may be high due to iss...View the full answer
