SOP AMU-069 · Part 4
Negative Social-Media Incident
What staff must never do publicly, plus the response flow and viral escalation.
Staff Must Never
- Fight publicly with customers
- Delete legitimate complaints simply because they are negative
- Use insulting language
- Publish customer private information
- Admit technical / legal liability without authorization
- Make false statements
Response Flow
Negative post discovered
Take screenshot / reference
Identify customer / order
Classify severity
Acknowledge professionally
Move detailed discussion to private support channel where appropriate
Investigate
Resolve
Publicly update only when appropriate