Question: When people are frustrated with a problem and are trying to discuss it via a lean medium such as online postings, emotions can sometimes boil

When people are frustrated with a problem and are trying to discuss it via a lean medium such as online postings, emotions can sometimes boil over. You've been monitoring a conversation between a representative for one of the companies that uses Get Satisfaction and one of its customers. Over the past couple of days, their online conversation has turned into an ugly argument, with accusations of incompetence and even dishonesty flying back and forth. Although the situation doesn't involve Get Satisfaction directly, you think it reflects poorly on your company because the dispute is taking place in full public view on your website-and it certainly isn't doing anybody any good to let this "flame war" keep raging. What is the best way to handle this situation?
a. E-mail the company representative privately and offer to mediate the dispute.
b. Post a public message offering to mediate the dispute.
c. Post a public message reminding both sides to be civil.
d. Ignore the dispute; it's between the company and its customer.

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a Yes This spat needs to be addressed and it should be addressed in private Med... View full answer

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