#SproutChat Recap: Dealing With Internet Trolls

All savvy social media marketers should understand how to distinguish feedback from trolling, so in this week’s #SproutChat we’ve covered best practices for handling internet trolls and how a plan of action is vital for any brand. Don’t Feed the Trolls, but Do Ask Questions It’s critical not to stoop to their level. Responding angrily to your audience or being heavy on the snark is just adding fuel to the fire. It may not be worth your time and effort to go toe to toe with an angry customer. Instead take the time to figure out the context of their complaint in order to help them. A1: The first DO would be DON'T answer them.. #SproutChat — Apple Box Studios (@AppleBoxStudios) August 9, 2017 A1: Do: Respond…and be nice. Don't: Ignore…the person will only become angrier. #sproutchat — Netvantage Marketing (@netvantage) August 9, 2017 A1: Don't add fuel to the fire. Do push them to move the conversation to a private forum. #SproutChat — Mindvolt (@mindvolt) August 9, 2017 A1: DO have a plan in place so when it happens you don't panic!

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#SproutChat Recap: Dealing With Internet Trolls
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One beautiful thing about social media is that it allows customers to instantly interact with their favorite brands. Unfortunately, that easy-access also means that those brands are open to becoming the target of trolls: angry users hurling inflammatory language or even threats across social.

All savvy social media marketers should understand how to distinguish feedback from trolling, so in this week’s #SproutChat we’ve covered best practices for handling internet trolls and how a plan of action is vital for any brand.

Don’t Feed the Trolls, but Do Ask Questions

It’s critical not to stoop to their level. Responding angrily to your audience or being heavy on the snark is just adding fuel to the fire. It may not be worth your time and effort to go toe to toe with an angry customer. Instead take the time to figure out the context of their complaint in order to help them.

A1: The first DO would be DON’T answer them.. #SproutChat

— Apple Box Studios (@AppleBoxStudios) August 9, 2017

A1: Do: Respond…and be nice. Don’t: Ignore…the person will only become angrier. #sproutchat

— Netvantage Marketing (@netvantage) August 9, 2017

A1: Don’t add fuel to the fire. Do push them to move the conversation to a private forum. #SproutChat

— Mindvolt (@mindvolt) August 9, 2017

A1: DO have a plan in place so when it happens you don’t panic! #sproutchat

— Charlotte S. Price (@_CharlotteSP_) August 9, 2017

A1: You need to distinguish: troll versus actual problem. Then follow a process. #SproutChat

— Kevin Juliano (@KevinJJuliano) August 9, 2017

A1: Gauge the convo before responding…If they seem like a REAL consumer/client w/ REAL concerns, respond #SproutChat

— Max Bailey (@maxthemarketer) August 9, 2017

1: Don’t feed them. And ignore at your own risk. Use mute and block at will. #SproutChat

— Mehul

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