Musician and CX Catalyst in #LdnOnt 🇨🇦 Co-host of #CustServ chat Tues @ 9:00 PM EST w/ @MarshaCollier. I’m passionate about CX, tech, marketing, & business.
London, Ontario, Canada
Joined August 2010
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Q8 | #custserv
Is it better to get the troll quickly offline and make a deal, even if it costs your biz extra money?
Greg Ortbach retweeted
Q9 | #custserv
Have you ever been able to convert a troll into an advocate? Can it be done?
Greg Ortbach retweeted
Q7 | #custserv
Have you ever responded to a vampire/troll and wound up making things worse?
Q6 | #custserv
Do your customers see trolls for what they are, or do you feel you could lose business?
Greg Ortbach retweeted
Yes. Unless you are willing to battle until the end. Trolls have pretty unbeatable energy when they get going. Try to placate them and slide into DMs. #custserv
Q4 | #custserv
If you had 1-to-1 contact with the troll, did you make progress, or did it get worse?
Greg Ortbach retweeted
Q3 | #custserv
Did or would you attempt to deal with the troll offline (phone or other channel)?
We're on Q3 in another edition of #custserv. Join us?
@Kathrynclang
@Kgloveslinux
@KindraCotton
@Maewmb
@MarkC_289
@MentalMarketer
@Milguy23
@NealWoodson
@NigelTPacker
@Ramon_DeLeon
@RonNcaphill
@Rustysteelwool
@SeanUM_China
@SheilaGreenfiel
@Southbaysome
@skip7547
@ZenYinger
A2 | #custserv
That's such a tough one. Engaging the troll rarely has a positive effect, but standing by and doing nothing makes companies feel helpless and could paint a negative public image.
Q2 | #custserv
Do you think it is better to respond, or do you follow the "Do not feed the troll" rule?
A1 | #custserv
I recall a situation where a local company dealt with someone intent on posting multiple poor Google reviews using aliases and different accounts. I believe that qualifies.
Greg Ortbach retweeted
Q1 | #custserv
Has your organization been stalked by an online customer “vampire” or troll?
Can you believe that it's already time for another episode of #custserv?
@79thandSunset
@ANGelaTC
@ANTambo
@BuyDirectUSA
@C_DeSantis
@CondoKat
@Dave_Dyson
@Deepak77
@Dekebridges
@DreaVilleneuve
@GailDavvis
@Iangertler
@Ideakid88
@Imacsweb
@Jedhunter1
@John_Westra
Good evening and welcome to another exciting (and spooky) edition of #custserv with @MarshaCollier and me!
