Proactive Response:
A proactive 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.
Defensive 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 not look good for their social media presence.
