{"id":78,"date":"2020-06-10T09:20:11","date_gmt":"2020-06-10T09:20:11","guid":{"rendered":"https:\/\/staging.trooya.com\/blog\/?p=78"},"modified":"2020-06-10T09:20:11","modified_gmt":"2020-06-10T09:20:11","slug":"why-your-social-media-customer-care-needs-to-be-sensitivite","status":"publish","type":"post","link":"https:\/\/staging3.trooya.com\/blog\/2020\/06\/10\/why-your-social-media-customer-care-needs-to-be-sensitivite\/","title":{"rendered":"Why Your Social Media Customer Care Needs to be Sensitivite?"},"content":{"rendered":"<article id=\"post-116\" class=\"post-116 post type-post status-publish format-standard hentry category-uncategorized tag-brand-response-failure-2016 tag-brand-sensitivity tag-brands tag-sensitivity tag-social-media tag-social-media-agents tag-social-media-customer-care tag-social-media-response\">\n<div class=\"entry-content\">\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-118 aligncenter\" style=\"box-sizing: inherit; border: 0px; height: auto; max-width: 100%; clear: both; display: block; margin-left: auto; margin-right: auto;\" src=\"https:\/\/web.archive.org\/web\/20170328015703im_\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?resize=400%2C300&amp;ssl=1\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" srcset=\"https:\/\/web.archive.org\/web\/20170328015703im_\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?resize=300%2C225&amp;ssl=1 300w, https:\/\/web.archive.org\/web\/20170328015703im_\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?resize=768%2C576&amp;ssl=1 768w, https:\/\/web.archive.org\/web\/20170328015703im_\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?w=800&amp;ssl=1 800w\" alt=\"Why your social media customer care needs sensitivity\" width=\"400\" height=\"300\" data-attachment-id=\"118\" data-permalink=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/2017\/03\/social-media-customer-care-needs-sensitivity\/blog_4\/\" data-orig-file=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?fit=800%2C600&amp;ssl=1\" data-orig-size=\"800,600\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"Why your social media customer care needs sensitivity\" data-image-description=\"&lt;p&gt;Why your social media customer care needs sensitivity&lt;\/p&gt;\n\" data-medium-file=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?fit=300%2C225&amp;ssl=1\" data-large-file=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/i0.wp.com\/trooya.com\/blog\/wp-content\/uploads\/2017\/03\/blog_4-.png?fit=640%2C480&amp;ssl=1\" \/><\/p>\n<p>Responding to customers online is a challenging job as a brand\u2019s response might not always be what the customer wants to hear. However, proper training helps your social media agents respond to customers in a satisfactory and fair manner. It is said that learning happens either by one\u2019s own mistakes, or by paying attention to those of others. Keeping this in mind, we have gathered from across the globe a few examples of how social customer care response should not be done. \u00a0With this, you know how to train your agents.<\/p>\n<p><!--more--><\/p>\n<nav class=\"navigation post-navigation\" role=\"navigation\">\n<h2 class=\"screen-reader-text\">Post navigation<\/h2>\n<\/nav>\n<ol>\n<li><em>A parenting lesson for a telecom brand<\/em><\/li>\n<\/ol>\n<p>In March of 2016, a concerned Australian mother got in touch with her telecom provider Telstra on social media for resolving a two days old issue of no internet connectivity. This customer needed the internet to work well in order to show her kid a television show. Instead of responding with empathy, Telstra\u2019s respondent chose to give the customer a parenting lesson about how her child should be playing outside rather than watching television. This response was deemed offensive by the online masses and thus, it quickly attracted wide spread criticism for the brand.<\/p>\n<ol start=\"2\">\n<li><em>An Apology works, but not a robotic one<\/em><\/li>\n<\/ol>\n<p>In August of 2016, Gold\u2019s Gym Dreamland of Egypt launched a series of adverts to promote fitness among women. However, some of them appeared insensitive and were regarded as fat-shaming. While the brand was quick to respond to irate users with an apology, they kept using the exact same script to reply to each of them. This \u201ccopied and pasted\u201d apology was soon discovered and led to further chastising of the brand online.<\/p>\n<ol start=\"3\">\n<li><em>When a chocolate store became bitter<\/em><\/li>\n<\/ol>\n<p>In March of 2016, a popular confectionary store in Bethlehem, Pennsylvania, Chocolate Lab attracted the ire of online masses for making children cry. A customer complained on the Facebook page of this US chocolateir that how her daughter was made to cry because she accidently dropped a few boxes of brownies. Then after, the mother apologized for her child\u2019s mistake and offered to pay for the same. But, the brownies were thrown in the dustbin. All the customer was left with was insult. However, still the store owner had the audacity to insult the customer on Facebook by posting that how rotten children like her should be kept at home. Such an insensitive remark by the brand had users asking for its boycott and criticizing its rudeness towards a customer.<\/p>\n<p>These examples highlight why it is very important to provide sensitivity training to your social media agents and to have proper social media guidelines.<\/p>\n<p>Do subscribe to our blog to continue getting more of updates like this.<\/p>\n<p>&nbsp;<\/p>\n<div class=\"sharedaddy sd-sharing-enabled\">\n<div class=\"robots-nocontent sd-block sd-social sd-social-icon-text sd-sharing\">\n<h3 class=\"sd-title\">Share this:<\/h3>\n<div class=\"sd-content\">\n<ul>\n<li class=\"share-twitter\"><a class=\"share-twitter sd-button share-icon\" title=\"Click to share on Twitter\" href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/2017\/03\/social-media-customer-care-needs-sensitivity\/?share=twitter&amp;nb=1\" target=\"_blank\" rel=\"nofollow noopener\" data-shared=\"sharing-twitter-116\">Twitter<\/a><\/li>\n<li class=\"share-facebook\"><a class=\"share-facebook sd-button share-icon\" title=\"Click to share on Facebook\" href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/2017\/03\/social-media-customer-care-needs-sensitivity\/?share=facebook&amp;nb=1\" target=\"_blank\" rel=\"nofollow noopener\" data-shared=\"sharing-facebook-116\">Facebook<\/a><\/li>\n<li class=\"share-google-plus-1\"><a class=\"share-google-plus-1 sd-button share-icon\" title=\"Click to share on Google+\" href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/2017\/03\/social-media-customer-care-needs-sensitivity\/?share=google-plus-1&amp;nb=1\" target=\"_blank\" rel=\"nofollow noopener\" data-shared=\"sharing-google-116\">Google<\/a><\/li>\n<li class=\"share-end\"><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<footer class=\"entry-footer\"><span class=\"tags-links\">Tagged\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/brand-response-failure-2016\/\" rel=\"tag\">brand response failure 2016<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/brand-sensitivity\/\" rel=\"tag\">brand sensitivity<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/brands\/\" rel=\"tag\">brands<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/sensitivity\/\" rel=\"tag\">sensitivity<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/social-media\/\" rel=\"tag\">Social Media<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/social-media-agents\/\" rel=\"tag\">social media agents<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/social-media-customer-care\/\" rel=\"tag\">social media customer care<\/a>,\u00a0<a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/tag\/social-media-response\/\" rel=\"tag\">social media response<\/a><\/span><\/footer>\n<\/article>\n<nav class=\"navigation post-navigation\" role=\"navigation\">\n<h2 class=\"screen-reader-text\"><\/h2>\n<div class=\"nav-links\">\n<div class=\"nav-previous\"><a href=\"https:\/\/web.archive.org\/web\/20170328015703\/https:\/\/trooya.com\/blog\/2017\/03\/back-customer-responses-homework\/\" rel=\"prev\">Back your Customer Responses with Homework<\/a><\/div>\n<\/div>\n<\/nav>\n","protected":false},"excerpt":{"rendered":"<p>Responding to customers online is a challenging job as a brand\u2019s response might not always be what the customer wants to hear. However, proper training helps your social media agents respond to customers in a satisfactory and fair manner. It is said that learning happens either by one\u2019s own mistakes, or by paying attention to &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/staging3.trooya.com\/blog\/2020\/06\/10\/why-your-social-media-customer-care-needs-to-be-sensitivite\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Why Your Social Media Customer Care Needs to be Sensitivite?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-78","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/posts\/78","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/comments?post=78"}],"version-history":[{"count":1,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/posts\/78\/revisions"}],"predecessor-version":[{"id":79,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/posts\/78\/revisions\/79"}],"wp:attachment":[{"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/media?parent=78"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/categories?post=78"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/staging3.trooya.com\/blog\/wp-json\/wp\/v2\/tags?post=78"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}