The worst culprits to be avoided include: responding to individual complaints with a generic set of pre-written responses; denying a genuine mistake when it happens, or shirking responsibility; replying in anger or responding abusively; and not reacting swiftly enough, or worse, not responding at all.
- 10 Social media and customer service
- from Webs of Influence: The Psychology of Online Persuasion, 2nd Edition
- Publisher: Pearson Business
- Released: April 2017
So for many companies it would be better to avoid social media until they are ready to commit the resources necessary to handle it.