Business Dilemma

To build a sense of community you have provided a mechanism on the business Web site where customers can communicate and post feedback. You review the communication daily to help understand customer issues and concerns.

PROJECT FOCUS:

You login and find the following anonymous posting:

“I do not recommend visiting the cafe on Thursdays at 2:00 p.m. because the Children’s Story Hour is taking place. I hate children, especially in a cafe. I’m not sure why the cafe encourages people to bring their children. In fact, I recommend that children should be banned from the cafe altogether.”

  • How do you respond? Is the customer’s viewpoint ethical?
  • How do you encourage an open line of communication with your customers and still maintain an open forum on your Web site?

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