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The care and feeding of your online reputation

Handling online complaints about customer service can be tricky. You want to address the issue and assure people you're responsive to their needs, but you don't want it to appear as if you're bullying customers. It's a delicate balance, and sometimes the best answer is to hire a professional.

14 Apr 2008

Reviews on Web sites like Travelocity and Yahoo helped Scott Kentner choose the Breakers hotel over another locally owned hotel on Ocean Boulevard for his Myrtle Beach, S.C. getaway.

Though the Breakers did not have the same amenities as the other hotel, reviewers raved about its customer service, said Kentner, of Crawfordsville, Ind.

Hoteliers and other business owners in this tourist city realize that their reputations online will reflect in their bottom line, swaying customers like Kentner. More businesses are actively trying to manage and respond to what is out there.

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