Public reviews and social media replies

Skills you'll practise

• Write a short public reply that acknowledges the issue, avoids personal data and moves the case to a private channel
• Decide which posts need escalation to a named team (threats, safety, media, legal, data exposure)
• Explain why fake, conditionally incentivised and suppressed reviews are prohibited in the US and UK examples
• Resolve a complaint raised in a review on its merits, without making the remedy depend on changing the review

Course outline

1. 1.Public reviews and social media repliesVideo · 2 min
2. 2.Replying in publicLesson · 14 min
3. 3.What to escalate, and what to leave aloneLesson · 12 min
4. 4.Fake, incentivised and suppressed reviewsLesson · 14 min
5. 5.Public reviews and social media replies: knowledge checkKnowledge check · 17 questions
6. 6.Public reviews and social media replies: practical exerciseKnowledge check · 1 question
7. 7.A one-star review naming our technicianScenario
8. 8.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• FTC: Final rule banning fake reviews and testimonials, 16 CFR Part 465 (US example)
• CMA207: Unfair commercial practices guidance, including fake and concealed incentivised reviews (UK example)
• ISO 10002:2018 Quality management: Customer satisfaction: Guidelines for complaints handling in organizations
• Your organization's service procedures, authority limits and escalation paths