The line between social media management and customer support is getting thinner. Each channel has its own mechanisms, but they are all based on one simple rule. Communication must always be bi-directional. Otherwise, it won’t be communication… and (personal opinion here) it also wouldn’t be as interesting as it is. But, how hard can it be to chat, write or communicate? It’s something we all do, right? Well… Of course, it is: we all communicate. In fact, it’s something that we’ve been naturally “programmed” to do. The problem is that, unlike math, engineering or something that has a well-defined process, communication lives in-between perceptions. It doesn’t matter how clear, objective and straight to the point I try to be: the sentence I’m writing right now is surely different from the one you are reading, and that’s absolutely natural because each one of us has different interpretations of the same thing. What I’m saying is that communication is highly emotional, and there isn’t a bulletproof logic or theory that can be applied. The same input generates different outputs, depending on the people who receives it, the mood they’re in, and (here’s the variable you can control) the words you write. Knowing that … Continue reading What I learned dealing with angry customers on social media