Recall a time that a service rep’s use of negative communication techniques caused you to lower your opinion of a company and then discuss the possibility that similar interactions could permanently harm relationships with a customer.

Man4162 Lesson 5 Discussion
Recall a time that a service rep’s use of negative communication techniques caused you to lower your opinion of a company and then discuss the possibility that similar interactions could permanently harm relationships with a customer.

Man4162 Lesson5 Written Read the open access Bitter (2016) article Consequences of customer engagement behavior: when negative Facebook posts have positive effects. Briefly address the topics below in a 500-word written assignment. Cite other journal references available in the Reference Article module, or in the PBSC library databases, where appropriate. Use standard APA format, provide proper in-text citations for all references, and place a reference list at the end. Do NOT copy and paste material directly from the articles

Section I – Use a Level 1 heading: Impact of Social Media Communication on Customer Relations. Discuss how two-way communication on social media channels impacts businesses both positively and negatively. Provide any personal examples from your experience.

Section II – Use a Level 1 heading: Building relationships through positive communication. Based on Bitter’s analysis, demonstrate your skill at building relationships for all customers of an organization. Accomplish this by proposing a strategy that you, an entrepreneur for a new startup, would employ to communicate with customers who post negative comments that harm your business. Explain how your communication efforts would re-engage these customers and encourage their loyalty. Discuss the strengths, weaknesses, and challenges in implementing this effort.
Sofie Bitter and Sonja Grabner-Kräuter contributed equally to this work. * Sofie Bitter. sofie.bitter@aau.at; sonja.grabner@aau.at.

Last Completed Projects