Defensive and Proactive Cooperate Response

Proactive Cooperate Response

A proactive cooperate response is when a company responds to a negative comment made by an unhappy customer that assures the issue will not repeat itself. These types of responses builds trust between the customer and company. An example of a proactive response is below:

Krispykreme is respectfully guiding the customer.

Defensive Cooperate Response

A defensive cooperate response is when a company acknowledges their mistake, but also acknowledges that they won’t change. This leave the customer with a poor impression on the company. Also, it makes the company look bad on their social media presence.

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