Nowadays, reputation management is considered as an industry. But, first we should know what is reputation management. According to Wikipedia, “Online reputation management (or monitoring) is the practice of monitoring the Internet reputation of a person, brand or business, with the goal of suppressing negative mentions entirely, or pushing them lower on search engine results pages to decrease their visibility.” Read more at: http://www.business2community.com/online-marketing/online-reputation-management-the-basics-01362720

An article by Sue Cockburn, Founder of Growing Social Biz, conveys that it's not that the customer is always right. They're not. But, they need to see us owning the problem when they believe they are right. Arguing to prove we are right and they are wrong may allow us to win the battle, but we'll likely lose the client. Clients deserve the benefit of the doubt. Maybe sometimes we'll be taken advantage of and sometimes we won't be able to fix mistakes or won't be able to take responsibility for something that is very clearly customer error and possibly not fixable. Keeping the customers we have and building on that base is much more cost effective than gaining new customers while existing ones stream out the back door!

To know more visit http://socialmediatoday.com/suecockburn/2428621/great-customer-service-not-about-being-perfect