Public channels.
WHAT MAKES IT DIFFERENT
It is public It is seen by prospects Tone is judged as much as substance
WHAT TO MONITOR
Mentions of your name Replies to your posts Direct messages
WHAT TO RESPOND TO
Everything that is a genuine question or complaint.
HOW QUICKLY
Faster than other channels, because it is visible.
WHAT A GOOD PUBLIC REPLY DOES
Acknowledges the issue States what you will do Offers to continue privately
WHAT IT DOES NOT DO
Argue Explain at length Ask for account details publicly
WHY NEVER ASK PUBLICLY
Others impersonate support to harvest credentials, and it normalises the behaviour.
WHAT TO DO ABOUT UNFAIR CRITICISM
Respond factually, once, without heat.
WHY ONCE
A public argument is lost regardless of who is right.
WHAT TO DO ABOUT A CUSTOMER WHO IS CORRECT
Say so, publicly.
WHY
It is the single most credible thing you can do.
WHAT TO NEVER DO
Delete criticism, unless it breaks rules Respond with a defensive statement
WHAT TO TRACK
Recurring themes.
WHAT THEY INDICATE
Problems that are not reaching support.
