Let's face it, before the world went digital, handling customer complaints was a walk in the park: listen, empathise, resolve, repeat.
Now that we're in the digital age customer complaints throw up all sorts of hairy curve balls when the complaint is no longer for your eyes only.
Multitudes of current customers, potential customers and past customers are going to 1) add their 2 cents worth to a complaint that has been publicly aired on twitter/facebook/reddit/forums/ blogs/all of the above and 2) watch and potentially comment on how you respond.
The impact can have huge ramifications for your organisation so I've sourced an excellent example of how to navigate this minefield in the following article...
In customer service, angry and upset customers are a fact of life. They’re not going away, no matter how good your business is. People have bad days, and things g