Social Media Crisis Response

Scenario: Customer posted viral video of product defect. 50K views and growing. Product: Consumer electronics.

## Crisis Response Plan\n\n**Immediate Response (within 2 hours)**\n\nPublic Reply:\n"Hi [Name], we are truly sorry to see this. This is not the experience our customers should have, and we are taking this seriously. Our team is reaching out to you directly right now to make this right. We are also investigating to ensure this does not happen to others."\n\n**Direct Message:**\n"[Name], thank you for bringing this to our attention. We would like to send you a replacement immediately and understand more about what happened. Could you share your order number? Our Head of Customer Experience will personally handle this."\n\n**Internal Actions**\n1. Alert product and QA teams immediately\n2. Pull batch records for investigation\n3. Prepare holding statement for media inquiries\n4. Monitor sentiment and related mentions\n\n**Follow-up Post (after resolution)**\n"Update: We have connected with [Name] and are making things right. We have also identified the issue and implemented additional quality checks. Thank you for holding us accountable."