Employees who take pride in their work are a practically priceless resource for

Question

Employees who take pride in their work are a practically priceless resource for any business. However, pride can sometimes manifest itself in negative ways when employees come under criticism-and public criticism is a fact of life in social media. Imagine that your company has recently experienced a rash of product quality problems, and these problems have generated some unpleasant and occasionally unfair criticism on a variety of social media sites. Someone even set up a Facebook page specifically to give customers a place to vent their You and your public relations team jumped into action, responding to complaints with offers to provide replacement products and help customers who have been affected by the quality problems. Everything seemed to be going as well as could be expected, when you were checking a few industry blogs one evening and discovered that a couple of engineers in your company's product design lab have been responding to complaints on their own. They identified themselves as company employees and defended their product design, blaming the company's production department and evern criticizing several customers for lacking the skills needed to use such a sophisticated product. Within a matter of minutes, you see their harsh comments being retweeted and reposted on multiple sites, only fueling the fire of negative feedback against your firm. Needless to say you are horrified. Your task: You manage to reach the engineers by private message and tell them to stop posting messages, but you realize you have a serious training issue on your hands. Write a post for the internal company blog that advises employees on how to respond appropriately when they are representing the company online. Use your imagination to make up any details you need

Explanation / Answer

Post to internal company blog:

We all know that we are facing certain crisis in the market due to certain internal quality issues for the products in the market. There are a plethora of comments flooding on the social media.

At the outset, we would also like to bring to your attention that we have also been observing certain engineers responding to the customer complaints in a rather rude or in a negative manner, which has backfired us again and put us to shame in the media. We understand that few engineers are trying to help the company's reputation in good faith, but that has become a negative stake to the company.

Hence, we request every one of you to refrain from answering any queries or comments in any manner. We have a special team here, whom we have designated for this special purpose. They will take care of all the queries. Please do not take up any customer queries till further notice. We request each one of you to stay calm and let's fight this crisis together as a company and not as an individual. So, our sincere request to you all is to not answer any of the social media posts, and queries. Be rest assured, our team will take care of that crisis. We sincerely request your cooperation in this critical time.

Thank you.

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