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Handling complaints on social media – how to get the right “tone of voice” (29 Jul 13)
It’s better to train good customer service people in social media, than good social media people in customer service...
While organisations are unable to control what is said about them in public, staying ahead means learning how to monitor what's being said about your organisations on social media, and then learning how best to deal with it.
To do this you’ll have to train your staff to react in an appropriate manner by using the right tone of voice.
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