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People Are Mean: A Guide for Social Media and Community Managers
Posted on March 13th 2014
It’s Not About You
I’ve caught myself saying, “You’ll never believe what one of our customers said to me today.” This is a dangerous perspective. When someone tweets to a business or writes on a company’s Facebook page, they believe they are writing to the company, not the individual that happens to be managing the social media account. Sure, it stings when an insult pops up in your inbox, but removing yourself from the situation will allow you to develop a calm, caring response (or recognize a troll and choose not to respond).
You Don’t Know The Whole Story
Turn Complainers Into Champions
Do you have any additional tips to handle insults and complaints directed towards a company’s social media account? Please share in the comments!
This post originally appeared on Gross, Point-Blank.