Be empathetic
Posted: Mon Feb 17, 2025 8:18 am
A tweet like the one above is typically something you don't respond to, unless you notice that this scold has a lot of influence. But if you notice that influential negative people are kind of taking over the reporting, then address that person separately in a direct message or open reply on Twitter. Call or email, or at least have a conversation with him or her. In most cases, that personal attention works, because he or she feels taken seriously and important. And then perhaps remain silent or change their tone of voice.
For major accidents, you should start with reporting that is empathetic. If there are victims or injured parties, express your sincere compassion first before talking about the facts. Sincerity, involvement and authenticity are a must. Think of the other person first, then of yourself.
4. Show leadership: be quick & proactive
Take charge in social media, show initiative. Don't wait for a chain reaction of emotions to occur, but show control and leadership by coming up with messages quickly. In case of rumors or unconfirmed things, use part of the classic feedback technique. Write things like:
“We hear/read/see reports about this or that, we are working on it, we bahrain phone number list cannot confirm it yet, but as soon as we have news….”
This prevents escalation. Problems with cars are often solved by manufacturers with massive recalls. Although this may seem like a crisis: with good communication, in most cases it does not affect customer satisfaction.
For major accidents, you should start with reporting that is empathetic. If there are victims or injured parties, express your sincere compassion first before talking about the facts. Sincerity, involvement and authenticity are a must. Think of the other person first, then of yourself.
4. Show leadership: be quick & proactive
Take charge in social media, show initiative. Don't wait for a chain reaction of emotions to occur, but show control and leadership by coming up with messages quickly. In case of rumors or unconfirmed things, use part of the classic feedback technique. Write things like:
“We hear/read/see reports about this or that, we are working on it, we bahrain phone number list cannot confirm it yet, but as soon as we have news….”
This prevents escalation. Problems with cars are often solved by manufacturers with massive recalls. Although this may seem like a crisis: with good communication, in most cases it does not affect customer satisfaction.