Video: How to handle harassers or trolls on social media

This four-minute video comes from my LinkedIn Learning course, “Serving Customers Using Social Media.” To view the full course, you’ll need a LinkedIn Learning subscription. If you don’t have a subscription, and your employer doesn’t provide access to LinkedIn Learning courses, you can start with a one-month free trial. And if you’re in the US, […]


Rhythm Visions Newsletter Workshop

  Jarrell’s questions: What are the best tools for formatting the newsletter? What is a good text to image ratio for the newsletter? Should there be alternative formats as well, IG or Facebook compatible post to coincide? Renita’s questions: What’s a good wordcount for newsletter articles? What’s a good size for the newsletter? Do you […]


If You Apologize to Customers Sincerely, You Can Cut Formal Complaints (Nearly) in Half

  How did Robin Fentress, Director of Customer Support for Bluegrass Cellular, win a $25,000 award and cut formal complaints by 43%? By teaching her customer service team to show empathy and apologize sincerely, of course.  When Robin and I reconnected this year, I knew I wanted to interview her. We’d met at an ICMI […]


How to Write a Five-Star Response to a One-Star Rating or Poor Review

For years, we’ve been saying, “A complaint is a gift.” Well, if we’ve really meant it, we need to treat one-star ratings and low reviews as gifts, too. While we may fail to win over the most disappointed customers, we can demonstrate that we are listening, we are accountable, and we care.