In today’s digital age, customer service is more important than ever, especially when it comes to online interactions. Whether you’re running an e-commerce business or managing social media accounts for a company, it’s crucial to provide the best possible experience for your customers. Here are some dos and don’ts to keep in mind when dealing with customers online.


Do respond promptly and professionally.

When a customer reaches out to you online, it’s important to respond as quickly as possible. This shows that you value their time and are committed to providing good customer service. Make sure your response is professional and courteous, even if the customer is angry or upset. Avoid using slang or informal language, and always proofread your messages before sending them.


Don’t ignore negative feedback or complaints.

It can be tempting to ignore negative feedback or complaints from customers, but this is a big mistake. Ignoring these issues can lead to even more frustration and anger from the customer, and can damage your reputation online. Instead, respond to negative feedback in a professional and empathetic manner. Acknowledge the customer’s concerns and offer a solution or apology if necessary. This shows that you care about their experience and are committed to resolving any issues they may have.


Do personalize your responses.

When responding to customers online, it’s important to personalize your responses as much as possible. Use their name, reference specific details from their message, and show that you are listening and understanding their concerns. This helps to build a connection with the customer and shows that you value their individual experience. Avoid using generic or automated responses, as these can come across as insincere and unhelpful.


Don’t use automated responses or copy-paste templates.

While it may be tempting to use automated responses or copy-paste templates to save time when dealing with customers online, it’s important to avoid this practice. Customers can quickly recognize when a response is generic and not tailored to their specific needs, which can lead to frustration and a negative experience. Instead, take the time to personalize your responses and address each customer’s concerns individually. This will show that you value their business and are committed to providing excellent customer service.

If you’d like to learn more about how to deal with customers online, check out our short, practical, easy to understand delivering internal customer service training videos at

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