Getting to grips with Internet Trolls AND genuine criticism of your services.
Are you making a clear distinction between valid criticism and blatant Trolling?
Is it ever ok to delete critical messages or negative feedback on Social Media?
And are you responding to criticism in a professional and effective manner, or do you end up getting bogged down in long-winded online feuds?
Arming myself with a red hot poker (just in case), I’m heading out into the darker corners of Cyberspace today in search of the right answers…
Of course, online criticism is a very contemporary problem.
Way back in the mists of time, not that many disgruntled customers would have bothered to summon up the vast energy levels required to actually pick up the telephone and make a complaint.
Taking things one step further, I would imagine that hardly anybody at all would have been willing to march up and down the streets with a giant megaphone in a bid to air their grievances with as many other people as possible.
That last idea might sound a bit silly and over-the-top, but it’s not a million miles away from what unhappy customers can do today.
It now takes barely any effort at all to leave a scathing online review of a business, or type a quick negative comment.
There’s no longer any need to worry about face-to-face confrontation, potential awkwardness, or even just very basic everyday etiquette.
Nope. These days, we can just quickly upload our opinions into Cyberspace and put our negative words on very public display.
Maybe even slightly too easy…