How should I respond to public criticism?

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When facing criticism, you want to macau business email list help fix the situation, not escalate it. Resolving criticism takes a lot of consideration and patience. Teach your team the benefits of understanding effective customer service. You should also have guidelines for escalation management and a social media crisis plan to help navigate tough situations.

How do I navigate comments that cannot be resolved?
Individually responding to inbound posts or comments strengthens your brand’s relationship with its customers. However, comments that veer into hate language (racist, sexist and derogatory) may not be resolved or warrant an individual response.

Look into adding an exclusion list to your pages that’ll automatically filter out unwanted comments. You could also pin your brand’s community engagement guidelines so users will know what types of comments won’t be tolerated. And sometimes, the best course of action is to delete the offending comment.

Moderation + consistency = a strong brand reputation
Communicating with your audience during crises or world events may seem overwhelming. With social media moderation, you can tackle and mitigate any tricky conversations that may arise. Consistently applying your social media moderation strategy will help you foster a strong, positive reputation among your audience.

Now that you know how to moderate tough conversations online, consider creating a social media crisis communication strategy. Being able to plan for the worst and adapt quickly is critical for social media. With these assets at your side, you’ll be ready to handle sensitive situations or emergencies that come your way.