One response to “Customer Service Fundamentals in the Social Media Age”

  1. Hi, Thanks for that. We recently were sucbjet to such an attack on our jet boat trip, it was a first for us (17 years opperating) It took us back a bit and we tried hard to sort it out. The guy was awkward to deal with but we thought he was happy with his trip. But a few day later he e-mailed demanding a full refund or he would bad blog us on Trip Advisor, which he did. His comments were unfounded and we were not able to defend ourselves. So we simply gave it up as a bad job and carried on making the other 99.9% happy.Cheers, Johan

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