Of Complaints and Paninirang Puri

PR Failure

Is this how one should respond when somebody complains about your service, sue them for libel?

Perhaps there’s much to learn on how businesses, particularly those who have much to lose from negative press, respond to consumer complaints expressed through social media. Chicboy will do well in heeding Erik Qualman’s advice:

Don’t come across as defensive – In the event someone uses a social media venue to question your product and/or service, negatively comment, etc. don’t launch into attack mode. Try and get to the bottom of why the customer is upset, how you can resolve the problem, and how you can learn from and avoid such a situation in the future.

You can read the full article here.