If a customer posts a sensitive matter on social media, but the organization does not have enough information to respond properly, what should the organization do?
A) Ignore the complaint
B) Research the complaint and respond after identifying details
C) Ask the customer to contact you to work out the details
D) Tweet a request to all followers for additional information
E) Email the customer so the matter can be handled privately
Answer: C
Explanation: C) If you can't resolve an issue right away, reply to let the customer know you are working on it or, if the matter is sensitive, ask the customer to contact you individually to work out the details.
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