Customer Service & Engagement
Checklist for community management: • Each inquiry must be responded to within 24 hours of receipt. • Refer to the FAQs document for standard responses to inquiries. • For specific inquiries: • Ensure to check for information on the website, especially with the pricing and shipping inquiries. • Provide exact links wherever possible. • Handling negative comments: • These comments need to be handled with urgency. • Ensure to acknowledge and respond to each of these comments. Refer to the FAQs document for specific responses.
• Try and take the conversation off social media to email or phone. • Do not delete any negative comments unless it is abusive or offensive.
FAQs
GUIDELINES - SOCIAL MEDIA
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