Identify responsibilities in normal time
Customer complaint, misinformation, or service disruption may require the contribution of different teams. Questions to check content, verify what information is available, and explain should be answered before the crisis. The social media team alone should not be expected to promise about the entire operation.
What is the task of the first response?
The first message can clearly describe the known situation and the next step of giving information. Adding unconfirmed detail or giving an unconfirmed solution date creates a new problem. Direct personal information to the appropriate communication channel instead of asking for it in open comments. Even if the ready template is used, the context of the event should be checked.
Compare experience with expectation at hotels
Repeated comments about a room, service, or reservation condition may indicate a lack of communication. First, compare the web and campaign text with the operation information. Do not attempt to resolve the false expectation by publishing only more positive content. Customer feedback should be transferred to the product or service arrangement.
Record post-event learning
What information was missing, where was the response delayed and which page should be updated? Prepare a brief assessment with these questions. Kortex Digital Reklam Ajansı can link updates to these findings on the content and design side. Legal or operational decisions are also dealt with with with the relevant authorized teams.
Check before you start
- Is the assumption separated by verified information?
- Is the respondent clear?
- Is the recurring problem being corrected in the source?