Scan the Facebook page, Yelp reviews, Tripadvisor reviews, or Twitter account of a well-known company in the industry for which you are preparing for a career. Find an example of a customer complaint to which there is also a response by a company representative.
Copy and paste the complaint and response in your initial discussion board post. Include information about your source in parenthesis (for example, ” ‘Yelp Review of FedEx West Main’ posted on Feb. 4, 2019 at [link]”).
Next, discuss the communication techniques the company representative used in their response. Do you notice the 3 recommended elements: “[show] understanding for the customer’s complaint, [apologize] when appropriate, and [identify] a solution?” (Shwom