Overview

The techniques taught in this book have been developed based on over more than two decades of customer service & complaints handling. The last decade was dedicated to online communications, mostly social media. Many businesses, without meaning to, antagonize their customers when they reply online. Businesses can go viral for the right reasons & the wrong ones. Businesses can achieve instant success, or instant failure. This easy to follow method will allow all businesses to thrive in the keyboard warrior environment. Your online conflict resolution skills will be so defined that your customers will genuinely be able to tell that you want to help them, & you will have the tools to do so.

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