Outages, high bills or a bad mood can trigger negative social media comments.
Misery loves company; if left alone, these comments tend to spawn. Learn how storytelling and thoughtful (not defensive!) replies can transform upset commenters into informed consumers.
Pioneer storytellers Melissa Shaw and Megan McKoy-Noe provide draft comment procedures and tools, showing how being human can deflate sour situations. Dealing with haters? Get fallback measures to thwart trolls without losing community trust.