e278d670_ess__Triage___Bereano_Partners__What_No_One_Tells_You
[Workflow Attribute] First Responses [Attribute Details] Not all customers want their problems resolved, and may just want to vent. Furthermore, some customers may feel the brand is too ‘big brother’ if they were not following or fans of the brand. [What No One Tells You] 
Best practices I learned from Frank Eliason is to first show empathy, then ask if they want help: “I’m sorry to hear of your troubles, is there anything we can do to help?” rather than blurt out a fix that may be unwanted.
Breakdown: Social Media Workflow, Process, Triage | Bereano Partners
What No One Tells You