Friday, April 27, 2012

5 Tips For Handling Complaints On Social Media

Social media can amplify your credit union's message. It can also do the same for your members when they have a beef with you.

Image source: Rude Cactus
One important tip is to consider offering particularly upset members the chance to address their issues in a different forum, such as a phone call, email, or feedback survey. Just don't make it inconvenient or difficult to do so. Otherwise, you might be making a tough situation worse.

Some large enterprises are beginning to devote entire teams to interacting with their customers in the social realm; smaller companies such as credit unions rarely have that luxury.

Here's some advice on how your credit union can handle negative customer feedback on social platforms without becoming overwhelmed.

No comments: