1. How does social media represent a threat to companies who limit their customer support services to traditional channels?

2. When customers have a negative experience with a company, what are the various ways they can use social media to tell others about their experience?

3. Explain why companies can no longer afford to limit their customer service to traditional channels (e.g., call centers).

4. What are some of the frustrations customers encounter when seeking customer service support from a company?