Giveaway Day 9: Share Your Social Customer Care Wins & Tips! 💬

Let’s do this! Tell me if you’re Team Delete here: 

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• Social Customer Care Tip & Healthcare Question

What do you do when you mention the wrong account/person accidentally via social, how do you handle it once you realize?

This has only happened to us a few times thankfully. We’ve accidentally mentioned a person that has the same name as another and then someone else usually notices and let’s us know. Once we accidentally mentioned someone with the same name as another, at the same university, that was in a different field working on similar issues for a full trifecta doppelgänger. Usually, what we’ve done to resolve this is to copy, delete, repost, and then followed up with whomever noticed if not us about the mishap. Although once, we corrected our error in a comment because the post already had some traction and shares and didn’t want to lose that momentum. I think we were also sparked to then post some new content immediately afterwards to focus attention on new information vs. our error.

Holy cow, that’s definitely the full trifecta! Glad your team was able to resolve it. Once a post gains traction, it’s tough to backtrack. I think it really depends on the context and how important it is to get the right person. For example, we host a podcast, and if we tagged the wrong guest in our posts, we’d likely have to delete and repost, even if the post was gaining good traction.

Done - can’t wait to hear from others, too!

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• Customer Care Tip

read so many more! They are all great!

Great topic!

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• Customer Care: Empathy and Clarity Matter

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• Customer Care Tip

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