Difficult social media situations and how to deal with them

Coping with confrontation

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“Limit yourself to 20 minutes of social media a day.”

“Stop comparing yourself to bloggers.”

“Disable your notifications to give yourself a break.”

We’ve all been given this kind of advice when social media gets us down. But what can we do to take care of our mental health when we actually work online? 

Personal vs professional – what’s the difference?

When we use social media in our personal lives, we’re at risk of FOMO or Facebook addiction. But when we use social media in our jobs, we face other challenges. From tackling complex or disturbing subjects to dealing with aggressive confrontations, we can’t always prepare ourselves for the content we encounter.

When ‘keep calm and carry on’ doesn’t cut it

If your job requires you to spend time on social media, it can be difficult to avoid negative aspects of the online world. At Crocstar, we find having clear guidelines in place can help us deal with situations calmly and efficiently – without compromising our wellbeing. 

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How can you feel empowered when a tricky situation strikes? We’ve put together our advice for dealing with three common problems. 

Responding to customers

Dealing with questions and complaints can feel overwhelming (and time consuming). Here’s how to keep things under control when you’re inundated with messages. 

Keep your standards high 

When speaking to lots of different customers, consistency is key. We recommend pre-drafting responses to common questions to make sure everyone gets the same standard of service – you’ll save yourself some time, too. 

Calm the situation

It’s easy to see customers as ‘difficult’, but they’re just people looking for help. While it’s tempting to tell a customer they’re wrong or reply with a sassy comeback, in the long run it’s better to be friendly and personable. 

Small gestures such as replying to messages within an hour will make customers feel valued. This will wrap up exchanges quicker and with a happier resolution – leaving you and the customer feeling less stressed. 


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Remember, it isn’t personal

If you’re struggling to resolve a difficult exchange, it’s important to remember that the messages aren’t directed at you. Customers need somewhere to direct their anger, and social media is the perfect place to make themselves heard. They’re unhappy about their negative experience, so focus on resolving the issue and stay emotionally detached. 


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Dealing with trolls

Telling the difference between trolls and upset customers isn’t always easy. Trolls deliberately try to provoke, just for a reaction. Unhappy customers are angry, but with a reason. 

Obviously, customers and trolls need to be dealt with differently. Trolls should just be ignored – they’re not worth your time and are never worth engaging with. If it gets too much for you to handle, click that report abuse button. Facebook, Twitter and Instagram, as well as many other sites, have rules and policies against trolling. 


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When you see or read something disturbing

There’s a lot of content out there and not all of it will do you good. If you think the content you’re reading has crossed a line and needs to be taken down, find out how to report it. Don’t forget to share how you feel with your colleagues if it’s still on your mind later.


Our tip? Create a social media policy

https://blog.hootsuite.com/social-media-policy-for-employees/