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Robin Scharpf24![](https://crowdspotsimages.s3-us-west-2.amazonaws.com/profile-images/dXNlcjp0d2l0dGVyOjI5MDYyMTcwMzE.jpeg)
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Q3: How can online #customer complaints & attacks be avoided or minimized?
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Brian Gilb
A3: Take the conversation offline and address the customer in person or through a private message
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CatherineCameronHeld
A3 minimized...have a plan!
Denise Bahs
A3: Transparency is king. Don't b someone you're not. #socialmedia
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Paul Krappman
A3: Do not ignore them. You have to respond or else it will grow like a wildfire.
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Profitecture
A3: Being true to your mission, transparent and honest ... quickly offering to resolve any issues that come up.
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Brian Gilb
Simply say, "We don't negotiate with terrorists"
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Mimi Murray Meagher
A3:According to @Pgillin, companies who are leaders in handling complaints encourage sharing negative experiences so they can handle them quickly.
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Paul Gillin
@GilbBrian Yup. Exactly. Don't fight in public.
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Robin Scharpf
.@pgillin Is it ever okay to go negative?
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Mimi Murray Meagher
A3: Online complaint got me a free lawn mower;)
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Paul Gillin
@MeagherMimi Right. What you don't want is for customers to just walk away without saying anything. If they complain you can rescue them.
Denise Bahs
@MeagherMimi wow! All i got was a new garbage can.
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Paul Gillin
@MeagherMimi Tell us more.
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Brian Gilb
@pgillin It is kind of fun to see though. Like watching a version of Jerry Springer on Social Media.
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Robin Scharpf
Woot woot, @GilbBrian just brought in @springertv
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Brian Gilb
@springertv you should host online episodes of customers fighting and complaining to businesses. #milliondollaridea
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Mimi Murray Meagher
@pgillin got a faulty electric lawnmower, posted an online complaint and in exchange for removing the post, the company sent us a free mower!
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Brian Gilb
@MeagherMimi do you think that maybe you should have messaged them or call them instead of using Social Media?
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CatherineCameronHeld
@GilbBrian agreed! Good customer support is essential.
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Paul Krappman
.@united does a better job of responding to customer complaints through social than in-person.
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Mimi Murray Meagher
@GilbBrian Home Depot asked us to review our recent purchase, and that was the path it took!
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Paul Gillin
Always respect the customer. If someone is totally out of control, ignore them. Never insult them.
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Robin Scharpf
A3: It's important to listen to online comments about your #b2b to catch problems early and diffuse quickly.