1. Must all organizations, brands, products, services, or industries provide customer service via social media? Can you name a company or industry that does not need to build a social care team? Why or why not?
2. Revisit the Comcast Cable example of the viral audio of a customer service representative being difficult on the phone. Why do you think there is such a disparity between Comcast Cable’s social media service and its customer service via telephone? What can Comcast do to fix the issue?
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