How to cope with angry customers online

New research suggests mirroring the in-store experience online is the best way to deal with negative feedback.

Researchers from Monash University and Rutgers University claim effective intervention is vital as angry customers who publicly voice dissatisfaction online can severely damage a company’s brand.

Researchers suggest hiring customer service personnel trained in early intervention and emotional intelligence, and dedicating them to deal with online feedback.

This prompts online customers to vent more privately and allows conflict management strategies to be used immediately.

Read more at Monash University and Rutgers University