1: How are organizations responding to social mediacomplaint? (CHOOSE ONE)

The options are:

Paying consumers to post positive comments.

Explaining exactly what the customer did wrong and why thecompany won’t give in to social media rebukes

Replying to customer gripes with tools like Instagram andTwitter

Ignoring all comments made anonymously

2: The quality of information obtained from a requestletter depends on the clarity of the inquiry. What techniques canyou use to make your request clear? (Check all that apply.)

The Options are:

Set an end date when appropriate.

Use the recipient’s first name.

Itemize information to improve readability.

Frame your request logically.

Organize your ideas.

3:What strategies should a direct response message use? (Checkall that apply.)

The options are:

List answers to the customer’s questions in the order asked.

Close pleasantly with a forward-looking statement.

Place the most important information first.

Avoid answering difficult questions, so you don’t confuse thecustomer.

Use graphic devices to make the message more readable.

4: Which of these guidelines should you follow when respondingto customers online? (Check all that apply.)

Personalize and humanize your business.

Do not argue or assign blame.

Be open about when and how you will improve the situation.

State your name and position.

Blame another department or company.