Social customer service: How to manage your reputation in a crisis
Carolyn BluntReal Results TrainingMartin Hill-WilsonBrainfood Consulting
The public nature of social media can be a boon or a reputational calamity. In this article based on their book, Delivering Effective Social Customer Service, Carolyn Blunt and Martin Hill-Wilson cut to the chase, providing authoritative advice on what to do when a social media drama becomes a crisis.
So what happens when a disgruntled customer decides to take to social media and berate your brand in full view of the world? People get upset when an...