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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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33Recovery: Social Media Style

“The road to online success is paved with the short sighted, the slow and the unprepared.”

—Gordon Brooks,President and CEO, Breakaway Solutions

“You mean we have to be prepared for service recovery in social media, too?” Yep! It’s true. Now, more than ever, your customers are looking for ways to reach you to resolve their service breakdowns quickly and effectively. It’s your job as a Knock Your Socks Off Service professional to “fix it” wherever they are. That means wherever they’re going to find assistance, you’d better be there ready to make it right!

Kate Ryan, one of the contributors to the Tech Affect Blog, relates the following Twitter encounter in a recent column.

“I was checking my e-mail when it happened.” ...

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