Protect your brand: Turn your staff into social media superheroes

Social networking can pose a threat to businesses from staff not knowing how to respond. Neil Davey examines how employees can be trained to react appropriately to customer complaints online.

There's no escaping social media in the workplace. If your organisation has yet to embrace it, it will only be a matter of time. Many business owners already have social media running through their operations, whether it's to recruit, as a customer service too or simply to inform the public of your existence.  However, there are always going to be times when even the most robust social media policy is tested. One area that appears to need the most attention is how staff are trained to deal with customer service complaints via social networks and high profile incidents involved large companies offer lessons to businesses of all shapes and sizes.