What better way to build trust than to just be plain helpful?
People go to social media very often to air complaints or seek answers. Go directly to your customer’s posts or comments to answer their questions. Social media is a megaphone and everyone will see that you answered and you answered quickly at that. It’s another way to build trust because you are showing your expertise by answering fast. Instead of spending hours researching, you know the answer at the top of your head. It shows you really know your stuff.
This process works for just answering questions. But if a customer is truly disgruntled, encourage them to phone or email immediately rather than continue the conversation in a public space.