Five steps you need to take BEFORE you respond to an unhappy customer [infographic]
I like this infographic from digital giants because it outlines the important steps you need to take before your even reply to a negative tweet, Facebook complaint, or poor review.
What steps would you add?
I like to have businesses take the conversation offline so they can deal with it on the phone. A positive outcome can come out of that type of interaction and it also never hurts to ask for an edit after engagement and resolution.
The exception to this is negative comments on a purely negative site like Ripoff Report or Pissed Consumer. In those cases, far better not to comment at all.