Social media provides a public platform for the masses. But what happens when a customer complains about your bookstore through social media?
The first rule is that you shouldn’t delete the complaint from your timeline. After that, you should address the complaint with the customer. But do so calmly through private messaging.
When it comes to the way customers view your bookstore, their perception is their reality. You won’t understand their perception–nor will you be able to change it–until you have a conversation.
Often complaints arise through misconceptions, and you’ll be able to explain your view. Sometimes they’re legitimate and you need to be made aware.
One last thing to consider. If the person managing your social media accounts is not the appropriate person to respond to complaints, make sure they know who to notify whenever a complaint surfaces so they can take action immediately.