Every company has had to deal with angry, pesky and persistent customers at one point or another. As a business, it simply comes with the territory.
But can you ever, in a million years, imagine you or one of your fellow workers ignoring a customer? Or more extreme yet, hanging up the phone on someone? Regardless of how difficult that person is being, ignoring them is simply not an option in face-to-face and over-the-phone encounters.
Guess what? It's also an unacceptable practice in the digital world.
Shoppers these days don't just appreciate a rapid response when a company delivers service to them online - they expect it. Ignore my Twitter or social media complaint? Fine, I'll take my disposable income elsewhere. Take too long to answer my question via chat? I'm gone before you can say, "I'll be with you in minute."