Question

A family-owned construction company closely follows social media postings about its work. It responds as quickly as possible to negative ratings, after investigating the situation. Which focus shows that the company follows the current etiquette for handling customer questions and complaints posted on social media?

Answer 1

Sharing basic information with customers

Step-by-step explanation:

The main purpose of Sharing basic information with customers is to increase the Trust level that the customers have toward the company.

During the operation, Sharing basic information with customers could be done by providing the customers with as many information as necessary about the company's status and products (this can be done through websites, phone, or social media) . This will make it easy for the customers to monitor the company activities and understand fully the materials that is used to make their products.

This method could also be used during conflict resolution. Company who wants to share basic information with the customers will respond to negative feedback, conduct a honest investigation, and share all the details of that investigation to the customers, with the hope that the customers will understand the decision made by the company in response to the conflict.