chapter questions
1. When dealing with complaints or criticism, why should a company try to take them offline
first?
2. How do you think a company can encourage customers to use established customer
service channels as opposed to social media, and what are the benefits of doing so?
3. Choose a company, and use at least one of the services listed in the chapter to gain an
overview of its online reputation. Find a positive mention, a neutral and a negative mention,
and determine the influence of each. What action would you recommend to each?
4. Vodacom has a representative on the forum www.mybroadband.co.za. Visit the forum
and consider the style the representative, Vodacom3G, uses when posting. Does it sound
corporate, or like an individual? What is the effect of the style that the poster uses?