The supplemental is this: Suppose your response to question one isn’t great. The customer is frustrated and now the story is going viral on Facebook. Real-time damage limitation is needed. Your actions in the next few minutes can either enhance or damage your reputation. What do you do now?
As I turned into my local railway station one morning recently I knew immediately that something terrible had happened. Where normally there would be one or two cars in front of the ticket office, the whole area was crowded with half a dozen police cars and many other emergency vehicles and personnel. I was stopped by a Chiltern Railways member of staff who gave me the bad news.