Wondering how to handle less-than-happy customers or fans on social media? This "Best of #PRprochat" shares the smartest tips from our recent Twitter chat. It's fantastic!

1. CarrieMorgan,
author,chatmoderator
HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat

2. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
tweethere:)
CarrieMorgan
@morgancarrie
CustomerserviceisaHUGEcomponentofsocialmedia.
Whatskillshaveyoulearnedbecauseofit?#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

3. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
Milvian
@MilvianPrieto
Acknowledgethecustomer'sproblems.Ifyoudon'thave
animmediatesolution,letemknowthatyou'reworkingto
resolveit.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

4. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
CustomerserviceexpectationsseemtoimpactFacebook
andTwitterthemostbyfar.Bepreparedtohandleit.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

5. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
NicoleE.Spears
@_NicoleESpears
I'velearnedhowtobecordial+informativein140orless!
QualityTwitter#CustServiscrucial,bothasconsumer
+prof.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

6. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Workflowandresources.Ifoneortheotherismissingyou
experiencedelays.(Inmyexperience)#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

7. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
I’velearnedbrandsthatrespondtoUNTAGGEDmentions
impresstheheckouttame.It’srare.Fartoorare.Lessthan
5%!#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

8. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
Jim Katzaman
@JKatzaman
PRandcustomerservicebothdemandtimelyand
accurateresponses.Don'trushandbewrong,butget
knownfactsoutsoonest.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

9. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
WhathasYOUROWNcustomerservice
challenges/activitiesonsocialmediataughtyou?
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

10. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
I’velearnedthatIcanassumesomethingisnegative
whenitactuallyisn’t.Experiences/attitudesskew
perception.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

11. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Empathytrumpsall.Youcangiveacustomerthemost
precise,correctanswertoaproblembutifthere'sno
empathy,youlose.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

12. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Inareal-timesocialmediaenvironment,takingnegative
conversationsofflineasquicklyaspossibleisaVERY
goodthing.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

13. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
NicoleE.Spears
@_NicoleESpears
Evenifyoucan'tsolvetheproblem-always,always
answer.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

14. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
ChrisBell
@riskycontent
Atweetback-"Ihearyourproblem.HowcanIhelp?
PleaseDMmeyouremailsoIcangettoworkonyour
issue."#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

15. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
NicoleE.Spears
@_NicoleESpears
@KDHungerford@morgancarrie@ASOSIsn'titfunnyhow
muchonepoorbrandtouchpointcanchangeyouroverall
impression?#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

16. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Whatimpactcanunhappycustomershaveon
trust/reputation,andhowcanwemitigatethatimpact?
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

17. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
ChrisBell
@riskycontent
Huge.CustomerserviceISPR.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

18. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
LackofresponsedoesFARmoredamagethanbrands
realize.It’sexpected.Itcanalsoreducetelephone
#custservcosts.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

19. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
ChrisBell
@riskycontent
Ontheotherhandresponseshouldbedonebya
professional.Non-trainedpersonalshouldnottwitter
fightwithcustomers.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

20. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
NicoleE.Spears
@_NicoleESpears
AnegativecustomermessageisSTRONGERthana
positivebrandedmessage.PRsunderstandthepower
of3rdpartyvalidation.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

21. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Communicate.Havebestpracticesdocumentedaswell
asescalationpolicies.Thisoftendoesn'thappenbutis
soimportant.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

22. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Everyinteractionandencounterbuilds(ordestroys)
reputation.As#PRpros,wehavethepowertocontrolthis.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

23. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Greatcustomerserviceisresource-intensive.Shouldwe
berespondtoALLcomplaints?#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

24. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Yep,you'vegottoanswerthemall.Greatcustomer
serviceisasub-setofgreatcustomerexperience.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

25. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
It’snotalwayspossibletorespondtoallcomplaints,
sotheabilitytoprioritizeisimportant.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

26. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
AZMediaMaven
@AZMediaMaven
YES,respondtoALLcomplaints,evenittakesawhile.
Someresponseisbetterthannone.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

27. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Peopletaketimetocomplainbecausetheycare.All
customercomplaintsdeservearesponse.Thereareways!
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

28. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
Jim Katzaman
@JKatzaman
Yes,respondtoallcomplaints.Alsoreplytoall
compliments.Bottomline:Respond.Showyou'rethere
andyoucare.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

29. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
NicoleE.Spears
@_NicoleESpears
#CustServagents(onsocialorIRL)candemandrespect
whilemakingthebrandlookgood.Don'trespondto
vulgarcomplaints.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

30. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Somepeoplejustliketocomplain.Shouldwehandle
complainersdifferentlythanunhappycustomers?
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

31. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
BRILLIANT:FiveTypesofComplainers&HowtoDealWith
Them:http://ow.ly/Uihmmvia@ExactTarget@AdWeek
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

32. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
AZMediaMaven
@AZMediaMaven
Turnfrequentcomplainersintoadvisoryboards&
activelysolicittheirinput.Theyareempowered;youget
insights.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

33. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
Jim Katzaman
@JKatzaman
Untilsocialmediainvents"Complainer"and"Unhappy"
buttons,youcan'ttrulyjudgepassionin140characters.
Treatall=.#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

34. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
KellyHungerford
@KDHungerford
Oftenchroniccomplainersarerightbutthecompany
can'tfixtheissue.Oftenw/UI/software.It'sdelicate!
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

35. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Passive-aggressivetrollsrequireadifferentapproach
thantruecustomer’s.Minimalvs.Resolution.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

36. HandlingHaters&Complainers
onSocialMediawithCarrieMorgan
Bestof
#PRprochat
CarrieMorgan
@morgancarrie
Youcan'tresolveissueswithatrollbecausethereoften
ISN'Tone-theyjustwanttostirthecontroversypot.
#PRprochat
#PRprochat:FirstThursdays@ 3pmEST

37. CarrieMorgan,
author,chatmoderator
FirstThursdays
@3pmEST
#PRprochat