How to calm a disgruntled customer online

12/6/2012 | SmartBrief/SmartBlog on Social Media

A disgruntled customer can do serious damage to a brand, Jennifer MacDonald writes. To de-escalate a situation, respond quickly, apologize whole-heartedly and do your best to engage the angry customer by e-mail or by phone. "Try to get the conversation offline as quickly as possible," MacDonald writes.

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