Every comment, message and review is a conversation that other people are watching. A rude or slow reply can lose more than one customer. A calm, helpful reply can win new ones. Ghanaian adverts for community managers and social media executives ask for audience engagement and community growth, and some senior roles ask for influencer partnerships. This lesson covers all three at a beginner level.
Replying well
- Be quick. Reply to comments and messages as soon as you can during working hours. Agree response times with the owner.
- Be human. Use the person's name, keep a friendly tone and match the brand voice.
- Answer the actual question. If someone asks the price, give the price.
- Know when to move to private. Questions about an order, a payment or personal details should go to WhatsApp or direct messages. Say so politely in public so others see you responded.
Handling complaints
When someone complains in public, try this order:
- Acknowledge. "Sorry to hear this, Amina."
- Take it private. "We have sent you a message to sort it out."
- Fix it. Work with the owner to solve the real problem.
- Follow up. If it is resolved, a short public reply shows others you care.