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Customer Service: New Rules for a Social Media World by Peter Shankman

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5. Social Media Damage Control: Stopping Small Problems from Becoming Big Ones

In this chapter, we’ll take a look at how to handle small social media problems before they become big problems.

Special Chapter Guest: The PITA

So here’s the funny thing. If you’re reading this book in order, chances are you read the last paragraph in Chapter 4 and are thinking, “Woo-hoo! We know how to deal with the big problems! Bring ’em on!”

Which is true. You do. Except for one small thing. The big problems are rare. They’ll still strike, and you need to know what to do with them, but chances are highly unlikely that the Big Problem is the one that’s going to bring down your company.

Nope. Chances are, the small problems will get you first. They’ll build up, ...

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