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Social Media Haters & Complainers

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Carrie Morgan
Carrie Morgan

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!

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CarrieMorgan, author,chatmoderator HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat tweethere:) CarrieMorgan @morgancarrie CustomerserviceisaHUGEcomponentofsocialmedia. Whatskillshaveyoulearnedbecauseofit?#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat Milvian @MilvianPrieto Acknowledgethecustomer'sproblems.Ifyoudon'thave animmediatesolution,letemknowthatyou'reworkingto resolveit.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie CustomerserviceexpectationsseemtoimpactFacebook andTwitterthemostbyfar.Bepreparedtohandleit. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat NicoleE.Spears @_NicoleESpears I'velearnedhowtobecordial+informativein140orless! QualityTwitter#CustServiscrucial,bothasconsumer +prof.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Workflowandresources.Ifoneortheotherismissingyou experiencedelays.(Inmyexperience)#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie I’velearnedbrandsthatrespondtoUNTAGGEDmentions impresstheheckouttame.It’srare.Fartoorare.Lessthan 5%!#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat Jim Katzaman @JKatzaman PRandcustomerservicebothdemandtimelyand accurateresponses.Don'trushandbewrong,butget knownfactsoutsoonest.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie WhathasYOUROWNcustomerservice challenges/activitiesonsocialmediataughtyou? #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie I’velearnedthatIcanassumesomethingisnegative whenitactuallyisn’t.Experiences/attitudesskew perception.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Empathytrumpsall.Youcangiveacustomerthemost precise,correctanswertoaproblembutifthere'sno empathy,youlose.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Inareal-timesocialmediaenvironment,takingnegative conversationsofflineasquicklyaspossibleisaVERY goodthing.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat NicoleE.Spears @_NicoleESpears Evenifyoucan'tsolvetheproblem-always,always answer.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat ChrisBell @riskycontent Atweetback-"Ihearyourproblem.HowcanIhelp? PleaseDMmeyouremailsoIcangettoworkonyour issue."#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat NicoleE.Spears @_NicoleESpears @KDHungerford@morgancarrie@ASOSIsn'titfunnyhow muchonepoorbrandtouchpointcanchangeyouroverall impression?#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Whatimpactcanunhappycustomershaveon trust/reputation,andhowcanwemitigatethatimpact? #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat ChrisBell @riskycontent Huge.CustomerserviceISPR.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie LackofresponsedoesFARmoredamagethanbrands realize.It’sexpected.Itcanalsoreducetelephone #custservcosts.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat ChrisBell @riskycontent Ontheotherhandresponseshouldbedonebya professional.Non-trainedpersonalshouldnottwitter fightwithcustomers.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat NicoleE.Spears @_NicoleESpears AnegativecustomermessageisSTRONGERthana positivebrandedmessage.PRsunderstandthepower of3rdpartyvalidation.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Communicate.Havebestpracticesdocumentedaswell asescalationpolicies.Thisoftendoesn'thappenbutis soimportant.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Everyinteractionandencounterbuilds(ordestroys) reputation.As#PRpros,wehavethepowertocontrolthis. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Greatcustomerserviceisresource-intensive.Shouldwe berespondtoALLcomplaints?#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Yep,you'vegottoanswerthemall.Greatcustomer serviceisasub-setofgreatcustomerexperience. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie It’snotalwayspossibletorespondtoallcomplaints, sotheabilitytoprioritizeisimportant. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat AZMediaMaven @AZMediaMaven YES,respondtoALLcomplaints,evenittakesawhile. Someresponseisbetterthannone.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Peopletaketimetocomplainbecausetheycare.All customercomplaintsdeservearesponse.Thereareways! #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat Jim Katzaman @JKatzaman Yes,respondtoallcomplaints.Alsoreplytoall compliments.Bottomline:Respond.Showyou'rethere andyoucare.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat NicoleE.Spears @_NicoleESpears #CustServagents(onsocialorIRL)candemandrespect whilemakingthebrandlookgood.Don'trespondto vulgarcomplaints.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Somepeoplejustliketocomplain.Shouldwehandle complainersdifferentlythanunhappycustomers? #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie BRILLIANT:FiveTypesofComplainers&HowtoDealWith Them:http://ow.ly/Uihmmvia@ExactTarget@AdWeek #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat AZMediaMaven @AZMediaMaven Turnfrequentcomplainersintoadvisoryboards& activelysolicittheirinput.Theyareempowered;youget insights.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat Jim Katzaman @JKatzaman Untilsocialmediainvents"Complainer"and"Unhappy" buttons,youcan'ttrulyjudgepassionin140characters. Treatall=.#PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat KellyHungerford @KDHungerford Oftenchroniccomplainersarerightbutthecompany can'tfixtheissue.Oftenw/UI/software.It'sdelicate! #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Passive-aggressivetrollsrequireadifferentapproach thantruecustomer’s.Minimalvs.Resolution. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
HandlingHaters&Complainers onSocialMediawithCarrieMorgan Bestof #PRprochat CarrieMorgan @morgancarrie Youcan'tresolveissueswithatrollbecausethereoften ISN'Tone-theyjustwanttostirthecontroversypot. #PRprochat #PRprochat:FirstThursdays@ 3pmEST
CarrieMorgan, author,chatmoderator FirstThursdays @3pmEST #PRprochat

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