Social Media Strategist
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Blog

Social Media marketing, strategy and professional development blog for Jon-Stephen Stansel, a social media strategist living in Austin, Texas.

Posts tagged customer service
Comments Deleted: Social Media Commenting Policy

Even when facing extreme criticism, blocking users and deleting comments is seldom a good idea. More often than not, it’s counter-productive. Criticism is par for the course when it comes to social media, but there are some cases such as spam and abuse where deletion and blocking are important tools to a social media manager. It is still to be decided what limitations public institutions have when blocking followers on social media accounts and the debate will probably continue for some time.

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Getting Customer Service on Social Media

Having worked as a social media manager for several years, I have handled my fair share of complaints; some reasonable, some ridiculous. For many, social media has become their go-to method for getting customer service and for good reason—it works. However, there are some tricks to getting your complaint resolved faster and with better results. Social media managers are only human, after all and not all complaints are handled equally. So here’s some advice from a social media manager who’s run accounts for several large organizations on how to get the best customer service on social media.

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