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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

Click on session titles for full session descriptions. All times noted are in EST.

Session 402: The Social Channel You're Ignoring: How to Respond to Ratings and Reviews


Leslie OFlahavan  (owner, E-WRITE)

Date: Wednesday, May 15

Time: 3:15 pm - 4:00 pm

Session Type: Session

Vault Recording: TBD

Delivering social media customer care means promptly and honestly responding to customers wherever they need help and however they are discussing your company's products and services. Social customer care teams must respond empathetically to one-star ratings and even the harshest reviews. But many companies are frightened of the criticism in these negative reviews and many frontline customer service agents don't have experience or the writing skills to respond without embarrassing their employers.

In this session, you'll learn how to help your frontline agents develop a future-facing writing skill: the ability to respond to today's angriest, most disappointed, most attention-seeking customers—the ones who write negative reviews.


• Understand how an effective response to a one-star rating can retain the customer who wrote it and convince others to do business with your company • Recognize when to use the many optional components of a response: empathy, apology, problem-solving, offer of ongoing contact, explanation, product recommendation • Develop your agents' future-facing writing skills, so they can respond to angry or even irrational customers in social media • Learn to assess agents' ability to respond to low reviews.

This session will include two hands-on activities

1. Group critique of actual responses to one-star ratings on Amazon, Yelp, Tripadvisor, Google Shopping, etc.
2. A "secret shopper" look at how your competition responds to one-star ratings and what their responses can teach you about what to do (or not to do) in your own.

Participants will be able to use these activities with their own frontline teams.