FTC Business Chapter 5 Social Media Monitoring Efforts Questions

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5.4 Chapter Questions 5

Associated Objectives

  • Recognize common types of routine requests and outline an effective strategy for responding to them
  • Recognize common types of positive messages and outline effective strategies for responding to them
  • Compare and contrast the direct versus indirect approaches to composing negative messages and apply the three-step writing process to them

Under the Apply Your Knowledge section at the end of Chapters 7 and 8:

  • Respond to questions 7-9, 8-7, and 8-10
  • 7-9 your company made a mistake that cost an important business customer a new client; you know it, and your customer knows it. Do you apologize, or do you refer to the incident in a positive light without admitting any responsibility? Briefly explain
  • 8-7 can you express sympathy for someone’s negative situation without apologizing for the circumstances? Explain your answer.8-10 if your social media monitoring efforts pick up a tweet that accuses your customer service staff of lying and claims to have evidence to back it up, how would you respond?

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