How should you respond to social media inquiries about a service issue?

• A. Acknowledge publicly, provide a path to private resolution, and avoid sharing sensitive details.
• B. Ignore posts and hope issue goes away.
• C. Publicly promise a specific remedy without checking policy.
• D. Delete the post to avoid attention.

Answer: (A)

Handling public social media inquiries about a service issue requires acknowledging the concern in the public space while steering the resolution to a private channel so sensitive details stay secure. This approach shows you’re listening and acting, keeps the wider audience informed that you’re on the case, and protects the customer’s privacy and your organization’s policies. It also avoids over-promising or sharing unverified details, since specifics belong in a confidential conversation once you have the facts. The other options miss the mark because ignoring posts leaves customers waiting and can damage trust, promising a remedy without checking policy creates unrealistic expectations and potential risk, and deleting the post hides the problem and signals evasiveness rather than accountability.