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No matter how robust your brand’s customer service is, you can’t avoid negative feedback — noise that can block out all the great things your business offers and does. Social media is rife with videos highlighting incidents where customers feel wronged and the torrent of negative comments that follow. Reviews on Google, Yelp, Facebook, Open Table, TripAdvisor and other platforms are filled with dissatisfied customers, and that can upend a business’s good standing.
Sometimes, there are missteps, and the reviews and feedback reflect a breakdown in service or product delivery. Other times, people are venting or trolling with no cause. You